Client Contact Centre Team Lead

Recruiter:

Gijima Holdings

Job Ref:

HR000164/HR

Date posted:

Thursday, December 11, 2025

Location:

Midrand, South Africa

SUMMARY:
PURPOSE:

The purpose of this role is to support the delivery of effective and efficient iSC Team Services according to the agreed contracts with clients by performing SLA, KPI, task and resource management activities on an operational level.
This role is in a shifted environment; the successful candidate should be willing to work on a 7-day shifted
schedule.

POSITION INFO:
FORMAL EDUCATION:

Grade 12
Call Center Diploma Manager or equivalent

QUALIFICATION AND EXPERIENCE

CompTIA A+
Networks +
Excel/ Certification
MS Office Suite Skills/Office 365
ITIL Foundation/Frameworks
Years operational support or coordination with experience in:

o IT CIC Agent
o Understanding of iSC Telephony, Incident management, reporting, knowledge management tools
o Service Desk / Back Office Work instructions
o Quality Management
o Escalation management
o Internal and external Client liaison
o IT Technical support –experience 3 years

1 Year People management experience is preferred

KEY COMPETENCIES
Knowledge:

Service Desk / Incident Management related technology
Knowledge in IT service support implementation
ITIL Frameworks
Knowledge Management principles
Reporting principles
Service Desk / Back Office processes, procedures and work instructions
Incident management
Knowledge of customer services environment
Understanding of SLA’s and Statements of Work

Skills

Incident Management Skills
Cost awareness
Strong Leadership Skills
Strong Communication skills (both written and verbal)
Negotiation skills
Interpersonal skills: effective collaboration across levels and within teams
Analytical and problem-solving skills
Technical IT support
Change management relating to people

Internal Perspective

Planning and Organising Leading and Supervising
Delivering Results and Meeting Customer expectations
Adhering to Principles and Values
Analysing
Coping with Pressures and Setbacks

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