Call Centre Manager – Technical Support (EE)

Our client based in Port Elizabeth has a position available for a Call Centre Manager - Technical Support in their organization. 

 

Requirements:
A+/N+ or BSc/National diploma in Information Technology at least 2 years’ experience in the ISP industry, of which at least 1 year was in a Supervisory/Management role.
Excellent communication skills.
Work well within a team.
Excellent administration and people management skills. 
Authoritative manner - will not shy away from asserting their authority when needed. 
 

Duties and Responsibilities: 
Take responsibility and accountability for the Management and Performance of the Technical Support Team (approximately 100 team members).
Execute strategies received from Senior Management.
Ensuring that the Support Team delivers superior customer service.
Drive adherence to the company''s Code of Conduct.
Monitor, drive adherence and adjust KPI’s where necessary.
Growth and succession planning of the Team.
Management of shifts, leave and disciplinary.
Engage with 3rd party providers when required.
Engage and work with the Development, Sales and NOC Teams when required.
Manage training requirements.
Manage the interview process for the Technical Support Team.
Ensure that escalations are dealt with timeously and with a high a level of integrity to ensure the best outcome for the customer.
 

If you are not contacted within two weeks of applying, please consider your application unsuccessful.