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Nelspruit: Call Centre and Remote Support Manager posted by Aleon Pty Ltd

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Job Description

Job Description

Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.

This includes:

Team Leadership:

  • Managing and leading a team of support agents, ensuring they are well-trained and motivated.

Performance Monitoring:

  • Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.

Quality Assurance:

  • Implementing and maintaining quality standards for customer interactions to ensure a high level of service.

Workflow Optimization:

  • Streamlining processes to improve efficiency and reduce customer wait times.

Training and Development:

  • Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.

Technology Management:

  • Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.

Customer Feedback Analysis:

  • Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.

Escalation Management:

  • Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.

Resource Planning:

  • Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.

Reporting and Analytics:

  • Generating reports on support performance and using data to make informed decisions for continuous improvement.

Communication:

  • Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.

Remote Work Coordination:

  • If applicable, ensuring effective coordination and communication in a remote support environment.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

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About Other IT/Computer Jobs in Mpumalanga

In Mpumalanga, South Africa, the IT and computer industry is a growing sector, with many companies operating in various sectors such as technology, manufacturing, and financial services. Typically, job opportunities are available in this field, with a general demand for skilled professionals to support business operations and innovation. However, it’s essential to note that job market trends can vary depending on factors like location, industry sector, and company size.

Generally, salaries for IT and computer roles in Mpumalanga can range from R500 000 to R2 million per annum, depending on the specific role, level of experience, and industry sector. Typically, entry-level positions may command lower salaries, while senior roles or those in industries with high demand, such as technology or financial services, may offer more substantial compensation packages. However, actual salaries can vary significantly, and these figures are only a rough guide.

Common skills required for IT and computer roles in Mpumalanga include programming languages (such as Java, Python, or C++), data analysis and interpretation, software development methodologies, and cloud computing expertise. Other essential skills may include project management, communication, and problem-solving abilities. Typically, companies look for professionals with a strong foundation in these areas to support their digital transformation initiatives.

Industry sectors that commonly employ IT and computer roles in Mpumalanga include the technology industry, financial services sector, manufacturing sector, and healthcare. The technology industry is often at the forefront of innovation, while financial services and healthcare require skilled professionals to manage data and systems securely. Manufacturing companies also rely on IT and computer systems to optimize production processes and improve efficiency.

For those interested in pursuing a career in IT or computer science, there are many opportunities for development and growth. Typically, entry-level roles provide a solid foundation for progression, while more senior positions offer leadership and management responsibilities. Many companies also invest in training and development programs to upskill their employees, providing opportunities for professional growth and advancement. With the right skills and experience, IT professionals can look forward to a rewarding and challenging career in Mpumalanga’s growing technology sector.

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



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