Midrand: Client Contact Centre Team Lead posted by Gijima Holdings: HR

• 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 SLA’s 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