Technical Team Leader - Cape Town, South Africa - Webhelp

Webhelp

Verified Company

Cape Town, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Customer Service/Support

Location

Cape Town, South Africa
Language

English***
Job Advert:
Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you.

We're on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Technical Team Leader in our vibrant Cape Town office.

You'll need to be highly motivated, responsible and driven to succeed. We someone well organised with a can-do attitude. Someone who works well under pressure, and is highly responsible.

Above all we want reliable, committed leaders who lead by example and are motivated toward success.

What you will do in this role
As a Technical Team Leader on our team, you'll be:

Managing and delivering excellent customer and technology services via the IT Service Desk
Handling escalated Service Desk tickets, incident and service requests
Resolving escalated customer and supplier/vendor issues
Maintaining current knowledge of industry trends and potential impact on the support business
Monitoring and managing internal and external audits
Providing support to the Service Desk Team, helping with tricky incidents and potential escalations
Ensuring that any high priority or major incidents are actioned and communicated in a timely manner to the Service Manager
Ensuring that problem management processes are enforced to highlight new or emphasise recurrence of existing issues across service
Managing NPS scores in relation to tickets dealt with or resolved service provided by the team
Reporting monthly on Incident and Service Request trends, volumes received and resolved and SLA adherence within the Service Desk
Resourcing New Starter requests (NURs) to make sure they are actioned and fulfilled in appropriate time scales
Managing the New Starter Support Service to ensure new starters have an exceptional onboarding process
Ensuring that all incoming items are worked priority order and that triage quality remains at consistently high levels
Ensure that the NPS Scoring for Service Desk remains above board and that the feedback learnings are taken as a driver for continual service improvement

Your qualifications
Concentrix + Webhelp is a great match if you have:

A matric certificate
Ability to travel to other sites if necessary
Flexibility around working hours (08:00 18:00)
Proficiency in English written and spoken language
Detailed knowledge of Service Desk Management Software
A minimum of 6 months' experience as a Deputy Team Leader in a contact centre environment or relevant team leading/ managing skills with small to medium size teams
A proven performance record of accomplishment
Clear credit, disciplinary and criminal records

Please note that the appointment will be made in line with the in line with the company's EE plan.

After applying, you will be sent a link to complete a quick online chat.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.