Job Description
About the Role
We are seeking an experienced Call Centre and Remote Support Manager to oversee and optimize customer support operations for Aleon Pty Ltd. As a key member of our team, you will be responsible for contributing to a positive customer experience and the overall success of the support team.
Key Responsibilities
- Manage and lead a team of support agents, ensuring they are well-trained and motivated.
- Track key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.
- Implement and maintain quality standards for customer interactions to ensure a high level of service.
- Streamline processes to improve efficiency and reduce customer wait times.
- Provide ongoing training to support agents, keeping them updated on product knowledge and support techniques.
- Oversee the use of support tools and technologies to enhance productivity and customer satisfaction.
- Analyze customer feedback to identify areas for improvement and implement strategies to enhance customer experience.
- Handle and resolve escalated issues, ensuring a timely and satisfactory resolution.
- Manage staffing levels to meet demand, including scheduling and optimizing workforce resources.
- Generate reports on support performance and use data to make informed decisions for continuous improvement.
- Facilitate effective communication within the team and with other departments to ensure a cohesive approach to customer support.
Requirements
- 3+ years of experience in customer support or related field
- Proven track record of success in managing high-performing teams
- Excellent leadership and communication skills
- Ability to analyze data and make informed decisions
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, or related field
- Relevant certification in customer service or project management (e.g. PMI)
Salary & Benefits
The salary for this role will be based on industry standards, with a competitive package that includes health insurance and pension fund contributions.
How to Apply
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.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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