Call Centre Manager: Technical

• Technical Campaign Leadership: Oversee technical support operations across specialised campaigns, ensuring teams are equipped to handle complex customer queries, troubleshooting, and escalations.

• Team Leadership: Lead, mentor, and develop a team of supervisors and technical support agents. Conduct performance evaluations, provide coaching, and foster professional development to maintain high performance and technical capability.

• Operational Management: Manage daily call centre operations to meet SLAs, resolution times, and quality standards for technical support. Ensure proper staffing, shift coverage, and resource allocation to optimise both service levels and technical expertise.

• Performance Monitoring: Track and analyse KPIs such as first-call resolution, mean time to resolve, escalation rates, and customer satisfaction scores. Prepare and present detailed performance and technical reports to senior management.

• Process & Knowledge Improvement: Continuously review and refine call flows, troubleshooting guides, and technical knowledge bases. Implement improvements that reduce resolution times, improve accuracy, and enhance customer experience.

• Customer Experience: Ensure all technical customer interactions meet company standards for accuracy, empathy, and professionalism. Personally resolve high-level escalations or technically complex cases where required.

• Training & Enablement: Develop and implement specialised training programs focused on technical skills, product knowledge, and troubleshooting methodology. Support ongoing upskilling of supervisors and agents to align with evolving campaign requirements.

• Technology & Tools Management: Oversee the use of call centre systems, CRM platforms, ticketing tools, and diagnostic software. Partner with IT and vendors to ensure systems are optimised and that new tools support efficient technical service delivery.

• Compliance & Security: Ensure operations comply with company policies, data security requirements, and relevant technical standards or regulations. Conduct audits and implement corrective actions where necessary.

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred; equivalent work experience considered.

• Experience:

• Minimum of 5–7 years in a call centre environment.
• At least 3 years in a managerial role leading technical support or troubleshooting campaigns.
• Demonstrated experience handling escalations, technical process improvement, and managing technical knowledge bases.

• Skills: Strong leadership and people management skills; solid technical understanding of troubleshooting workflows; excellent analytical and problem-solving abilities; proficiency in call centre software, CRM systems, and ticketing/diagnostic tools; excellent communication skills.
• Attributes: Strategic thinker with a technical mindset; ability to manage multiple campaigns; proactive, results-oriented, and able to work under pressure.
• Certifications: ITIL, HDI, or other technical service management certifications are a plus.

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite