EDUCATION AND SKILL REQUIREMENTS: Grade 12 with any relevant qualification. Min 3-5years Call Centre experience, preferably at a Telco or in the I.T. industry. Two years’ experience supervising a team of Call Centre agents. A solid understanding of Call Centre Metrics and Performance Standards. Ability to translate and troubleshoot software or hardware applications. A generalist able to Trouble shoot and problem solve complex queries from Billing to Network queries. Able to provide documented proof of Coaching sessions, Performance Management processes and feedback. Understands and operates within the framework of the Basic Conditions of employment and the LRA. Advanced Writing skills. Duties require professional verbal and written communication skills. Computer literate in MS Office, MS Project . Salary R20000 - R25000