Midrand: Client Contact Centre Team Lead

FORMAL EDUCATION: Grade 12 Call Center Diploma Manager or equivalent QUALIFICATION AND EXPERIENCE CompTIA A Networks Excel/ Certification MS Office Suite Skills/Office 365 ITIL Foundation/Frameworks Years operational support or coordination with experience in: o IT CIC Agent o Understanding of iSC Telephony, Incident management, reporting, knowledge management tools o Service Desk / Back Office Work instructions o Quality Management o Escalation management o Internal and external Client liaison o IT Technical support experience 3 years 1 Year People management experience is preferred KEY COMPETENCIES Knowledge: Service Desk / Incident Management related technology Knowledge in IT service support implementation ITIL Frameworks Knowledge Management principles Reporting principles Service Desk / Back Office processes, procedures and work instructions Incident management Knowledge of customer services environment Understanding of SLAs and Statements of Work Skills Incident Management Skills Cost awareness Strong Leadership Skills Strong Communication skills (both written and verbal) Negotiation skills Interpersonal skills: effective collaboration across levels and within teams Analytical and problem-solving skills Technical IT support Change management relating to people Internal Perspective Planning and Organising Leading and Supervising Delivering Results and Meeting Customer expectations Adhering to Principles and Values Analysing Coping with Pressures and Setbacks