It Triage Contact Centre Officer Team Leader Sa (Remote)

It Triage Contact Centre Officer Team Leader Sa | ReivernetGroup of Companies | Kenya

About Reivernet Group of Companies

IT Triage provides outsourced, short or long term remote Help Desk servicesacross the globe. Based in several locations, our team boasts almost twodecades of experience providing world-class technical support across...

It Triage Contact Centre Officer Team Leader Sa | Reivernet Group of Companies | Kenya

About Reivernet Group of Companies

IT Triage provides outsourced, short or long term remote Help Desk services across the globe. Based in several locations, our team boasts almost two decades of experience providing world-class technical support across hospitality, education and government sectors.

We understand the importance of reliability. We are the business other businesses call before they ‘get slammed’. Ready, flexible and adaptable – we can step in at a moment’s notice, blend in with your team, and run with your systems. We can also bring extra tools to the table when needed. It’s up to you.

Purpose of the role

The role of a Contact Center Team Leader is to oversee and guide a team of Contact Center Officers to ensure the delivery of high-quality customer service. This role involves managing daily operations, providing leadership and support to team members, and ensuring that customer interactions are handled efficiently and effectively.

What you’ll do

Provide effective team leadership, management, mentoring, and direction to ensure optimal performance and development of team members
Ensure adherence to the ITTriage helpdesk management system, maintain accurate documentation and logging in AutoTask, and follow the schedule to ensure proper incident management and coverage.
Resolve escalated tickets, provide technical support for network and device issues, and manage non-critical outages during off-shift periods.
Provide timely hotel support by addressing customer issues within 10 minutes and manage email communications, including monitoring Global MACD requests and escalating to appropriate business units

Who you are

The Contact Center Team Leader is A highly skilled and motivated Contact Center Team Leader with extensive experience in managing and guiding teams to deliver exceptional customer service. This individual excels in leadership, communication, and problem-solving, ensuring that both team performance and customer satisfaction are consistently high.

4 years experience in a customer support role responsible for handing level 1 and 2 ICT Network queries and an additional 2 years leading a team

Degree qualification in Information Technology plus Team Leadership