isp customer support team leader

CUSTOMER SUPPORT TEAM LEADER - JOB SPECIFICATION
Department: Customer Support
Reports to: Call Center Manager
Location: Johannesburg - Rosebank
Channels Supported:
Work Type: Shift-based (including weekends and public holidays)
1. Role Purpose
The Customer Support Team Leader oversees the daily operations of a team of Customer Support Consultants, ensuring consistent service delivery, quality standards, and positive customer experiences. The role drives coaching, performance management, and small operational improvement initiatives using QA, system, and performance insights, while promoting First Call Resolution (FCR).
2. Key Responsibilities
A. People Leadership & Daily Operations
· Supervise and support a team of Customer Support Consultants to meet service standards and SLAs.
· Manage real-time escalations and provide guidance on complex cases.
· Monitor queue performance, workloads, and channel volumes.
· Promote First Call Resolution (FCR) t...