Call Center Lead - Johannesburg - Service Desk Analyst

Job Description

We are looking for a motivated Call Center Lead to supervise our service desk analysts in Johannesburg. Your role will involve managing daily operations, ensuring high-quality customer service, and training a dynamic team to meet performance targets.

Responsibilities

• Manage and inspire a team of service desk analysts, ensuring peak performance.
• Implement customer service best practices to enhance satisfaction.
• Utilize feedback to refine training and development initiatives.
• Work closely with QA to ensure service standards are met.
• Identify training needs and provide coaching and mentoring.
• Encourage innovation and new ideas to improve team processes.
• Ensure adherence to company policies and procedures.

Requirements

Education

• Matric/Grade 12
• Degree in Business Management or related field preferred

Experience

• 3+ years of experience in call center operations

Technical Skills

• CRM Systems
• Data Analysis

Soft Skills

• Conflict Resolution
• Team Building

Languages

• English: Fluent

Advantageous

• Experience in multiple languages: Ability to communicate effectively in more than one language.
• Proficiency in handling escalated complaints: Well-versed in managing complex customer issues and escalations.

Benefits

• Comprehensive medical cover
• Generous leave policy
• Professional development opportunities
• Employee discounts

Company Culture

• Collaboration: We believe in teamwork and communication to drive success.
• Diversity and Inclusion: We celebrate diversity and promote an inclusive workplace.
• Continuous Improvement: We are committed to learning and growing as a team.