IT Call Centre Manager – Technical Support (EE)

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

EE candidates only.

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.