Supervisor, Customer Service/HelpDesk, Customer Service Rep
Job in
Cape Town, 7100, South Africa
Listing for:
Teleperformance
Full Time
position
Listed on 2026-01-22
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications
Qualifications and Experience
Matric/ EquivalentMinimum of 6 months + tenure with Teleperformance as a current Team Leader – EssentialCustomer Service experienceAble to work on shift rotations & Able to work a varying scheduleKnowledge of e-mail application utilized by Supplier (Google and Windows Tools)Has basic knowledge of Office Applications and used a desktop computer system beforeAbility to navigate between multiple windowsAbility to launch and close applicationsAbility to navigate within folder systemAbility to navigate within web-based applicationsResponsibilities
Main Responsibilities (but not limited to)
You should begin your day by evaluating the prior day/week/month performance reportsEnsuring any agents with performance issues have been followed up with and tracked.Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliersEstablishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.Skills & Attributes
Customer service skilledThe ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under PressureTeam leadership and people developmentProven background of quality related analysis, with ability to draw conclusions and recommend improvement initiativesGood project management skills and experienceAbility to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendationsSuperior judgment, diplomacy and tactDemonstrated ability to drive process changes and improvementsExceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).Goal driven, target orientated, able to step back and look at the bigger picture.Experience in writing documentation and standard operating proceduresDemonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS TeamsAbility to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.Ability to understand customer issuesGood problem-solving skillsAbility to approach problems logicallyAbility to empathize with the customerAbility to effectively respond to customer needsMotivated to work on own initiative.Excellent interpersonal and communication skills.Proven ability to make and implement decisions.Proven ability to influence change at all levels as appropriate.Accuracy and VariancesAttendance and Adherence
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