Call Center Operations Lead - Johannesburg - Service Desk Analyst

Job Description

As the Call Center Operations Lead, you will play a crucial role in overseeing service desk operations within our Johannesburg branch. You will manage a team of service desk analysts, ensuring that customer inquiries and support requests are efficiently handled. The ideal candidate will have strong leadership skills and a proven track record in managing call center operations.

Responsibilities

• Lead the service desk team in achieving quality and efficiency targets.
• Implement training and development initiatives for team members.
• Act as a point of contact for escalated technical issues and client concerns.
• Review performance data and prepare strategies for improvement.
• Foster a customer-centric culture within the team.
• Develop and maintain documentation related to service processes and procedures.

Requirements

Education

• Higher Certificate in Customer Service or similar

Experience

• 4+ years of experience in a customer service role, preferably in a call center environment

Technical Skills

• Customer Relationship Management (CRM) Software
• Service Desk Tools

Soft Skills

• Interpersonal Skills
• Time Management

Certifications

• Customer Experience Management Certification
• Leadership Training Certification

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• Understanding of Data Protection Regulations: Knowledge of relevant data protection laws applicable in South Africa.
• Experience in a leadership role within a call center: Previously held leadership or supervisory positions in a similar environment.

Benefits

• Extensive training and development programs
• Wellness programs and initiatives
• Annual company retreats
• Employee discounts

Company Culture

• Inclusivity: We value inclusivity and respect diverse perspectives within the workplace.
• Professional Growth: We invest in our employees' growth through continuous training.
• Customer-Centric: We are dedicated to providing exceptional service to our customers.