Overview

We're looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Twon CBD.

The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets.

We are aiming for speed, efficiency, increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a people-first culture.

Responsibilities

• Drive operational and technological efficiencies within the team
• Manage daily operations
• Monitor team performance against target on a day-to-day basis, and implement changes where appropriate
• Ensure the individual team members' service standards are adhered to e.g. meeting and exceeding targets, team productivity, data conversions, talk interactions captured etc.
• Handle difficult customer complaints or ...