Job Description
We’re looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Twon CBD.
The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets.
We are aiming for speed, efficiency, increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a “people-first” culture.
Key Competencies & Skills
- Drive operational and technological efficiencies within the team
- Manage daily operations
- Monitor team performance against target on a day-to-day basis, and implement changes where appropriate
- Ensure the individual team members’ service standards are adhered to e.g. meeting and exceeding targets, team productivity, data conversions, talk interactions captured etc.
- Handle difficult customer complaints or enquiries
- Drive quality control and ensure corrective actions are taken where required
- Manage administrative workloads and outbound projects
- Proactively encourage high performance
- Coach low performers within the team
- Adhere to all HR policies and procedures
- Ensure adherence to Health, Safety and Environmental legislature
Qualifications & Experience
- Matric
- At least 3 years’ experience in a leadership role, in contact centre
- Must be technologically savvy
- Certificate in supervisory management, ideal but not essential
- Willingness to work shifts
- Willingness to work Saturdays and overtime, as required
- Understanding of IR and HR policies
- Ability to handle escalations and take ownership
Working Hours
- 06h00 22h00 Monday to Sunday
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Development Jobs in Western Cape
The Western Cape is one of the most economically vibrant provinces in South Africa, with a thriving job market that offers a wide range of development opportunities. The province’s strategic location at the southern tip of Africa makes it an attractive hub for industries such as agriculture, tourism, and manufacturing, creating a diverse demand for skilled professionals.
According to various sources, including the Western Cape Provincial Government and employment agencies, salaries in the Western Cape are generally competitive with the national average, but may vary depending on the specific job role and employer. On average, salary ranges in the province range from R250,000 to over R500,000 per annum for development jobs. For example, a junior project manager in the construction industry might expect an annual salary of around R400,000, while a senior manager in the agriculture sector could earn upwards of R600,000.
To succeed in these roles, candidates will need to possess a range of skills, including business analysis, problem-solving, and strategic thinking. Top skills required for development jobs in the Western Cape include proficiency in Microsoft Office Suite, experience with project management tools such as Asana or Trello, excellent communication and interpersonal skills, and knowledge of industry-specific software and systems. Additionally, candidates may need to have a degree in a relevant field such as engineering, economics, or business administration.
Several major companies and industries are currently hiring development professionals in the Western Cape, including the National Treasury, which is responsible for economic policy planning, and various multinational corporations operating in the province’s key sectors. Other notable employers include the City of Cape Town, which is looking to recruit skilled staff to support its urban development projects, and companies such as Nedbank and Standard Bank, which are seeking talented professionals to join their teams.
For those interested in pursuing a career in development, there are many opportunities for career growth and advancement in the Western Cape. The province’s strong focus on economic development and investment creates a demand for experienced professionals who can drive projects forward and contribute to the region’s success. With experience and hard work, candidates can progress to senior roles or start their own businesses, offering a range of career options and opportunities for professional growth.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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