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Helpdesk Team Leader

Lead a support team and improve service quality, speed, and customer satisfaction.

payments Avg: R32,000

description Overview

Helpdesk Team Leaders manage schedules, coach agents, handle escalations, and track KPIs like SLA compliance and CSAT.

**A Day in the Life:**
Stand-ups, queue management, escalation handling, coaching, and reporting.

schedule A Day in the Life

08:00

Team huddle and queue planning

09:00

Monitor SLA performance and escalations

12:30

Coaching and QA reviews

15:30

Reporting and process improvements

trending_up Career Path

Step 1

Senior Agent

0-2

Step 2

Team Leader

2-5

Step 3

Support Manager

5-8

Step 4

Service Delivery Manager

8+

Vital Statistics

Salary Range

R 22,000 - R 45,000

Soft Skills

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