Live Support Team Lead at Ozow

What to expect  

• In this role, you will be responsible for leading and managing a team of 8-12 Live Support Consultants. You will create a High Performance culture that delivers an exceptional customer experience at every interaction.  You will do this in a manner that encourages personal development, rewards excellence and holds people accountable for their actions.  
• You will need to be able to effectively measure, track and improve the performance of your team members using a blend of leadership, managerial and analytical skills.  
• The ability to coach, provide feedback and create a high performance culture will be key to delivering against expectations. In order to drive a customer centric culture in the team, you will need to be able to work proactively to identify gaps and take ownership of addressing them. 
• As a Leader in the Team, you will be responsible for developing your team to be ready for opportunities as the Ozow Rocketship reaches new heights. This will also include upskilling yourself to be ready for whatever opportunities may present themselves within Ozow.  
• Ozow is a fast paced environment and your ability to work effectively within Teams or on your own, will be tested in order to make a mark and leave an impact on the Rocketship.  

Requirements 

• Grade 12 (Matric) or relevant equivalent 
• Available to work 24/7 Shifts  
• Certificate and / or Diploma in Leadership / Management  
• 2+ Years leadership experience within an international support centre 
• Advanced computer Literacy and experience working with Microsoft products  
• Word, Excel and PowerPoint (Required) 
• SharePoint (Advantageous) 
• Excellent written and verbal communication skills 
• Previous experience in recruiting frontline support staff  
• Proven track record of performance management  
• Proven track record in coaching in a high performance environment  
• Previous experience working on Zendesk / Salesforce or other relevant CRM 
• Previous experience working in a FinTech (Advantageous) 
• Knowledge of the Payments Landscape in South Africa ((Advantageous)