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Johannesburg: US Contact Centre Team Leader posted by Isilumko Staffing

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Job Description

Job Overview

We are seeking an experienced and culturally aware Contact Centre Team Leader to manage a team focused on the US market. This position requires a strong understanding of US culture and involves night shift work to align with US business hours.

Key Responsibilities

  • Lead and manage a team of contact center agents, ensuring quality customer interactions and service standards.
  • Oversee team performance, providing training, coaching, and support to achieve KPIs.
  • Drive effective resolution of customer inquiries, focusing on a high level of customer satisfaction.
  • Collaborate with cross-functional teams to enhance processes and customer experience.
  • Monitor team metrics, identify trends, and develop strategies to improve efficiency.

Requirements

  • Minimum 5 years of contact center experience, with at least 2 years in a supervisory role.
  • Knowledge of US culture and familiarity with US customer service expectations.
  • Strong communication and leadership skills.
  • Ability to work night shifts and adapt to a dynamic work environment.

How to Apply

Be part of a team dedicated to delivering exceptional service for our US clientele.

About Development Jobs in Gauteng

The development job market in Gauteng, South Africa is thriving, with numerous opportunities available in various sectors. The province is home to a large portion of the country’s economic hubs, including Johannesburg, Pretoria, and Ekurhuleni, making it an attractive location for companies looking to expand their operations. As a result, there is a growing demand for skilled developers who can drive innovation and growth.

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Salaries in Gauteng are competitive, with average salary ranges varying depending on the specific role and industry. For example, software engineers can expect to earn between R600,000 – R1,200,000 per annum, while data analysts can earn between R400,000 – R800,000 per year. These figures are based on national averages, but salaries can vary widely depending on factors such as company size, experience, and specific job requirements.

To succeed in a development role in Gauteng, you will need to possess certain key skills. These include proficiency in programming languages such as Java, Python, or JavaScript, as well as experience with agile development methodologies like Scrum or Kanban. Additionally, knowledge of cloud computing platforms such as AWS or Azure is highly desirable, as is experience with data analysis tools like Tableau or Power BI. Other essential skills include problem-solving abilities, strong communication skills, and the ability to work collaboratively in a team environment.

Several major companies and industries are actively hiring for development roles in Gauteng. For example, tech giants such as Microsoft and IBM have large operations in the province, while financial institutions like Standard Bank and Absa also employ numerous developers. Additionally, there are many startups and innovative companies based in Gauteng that are driving growth and innovation in various sectors.

For those interested in a development career in Gauteng, there are numerous opportunities for career growth and advancement. Many companies invest heavily in employee training and development programs, providing opportunities for professionals to gain new skills and advance their careers. Additionally, the province is home to several top-ranked universities and research institutions, offering a range of academic programs in computer science and related fields. With hard work and dedication, it is possible to build a successful career as a developer in Gauteng, with many opportunities for advancement and professional growth available.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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