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ENTERPRISE SUPPORT MANAGER

AT T-CONNECT

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Fulltime

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Lesotho

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Job type : On site

Submissions Deadline
9th June 2025 at 12pm

DESCRIPTION

The Enterprise Support Manager is responsible for leading the Enterprise Support Associates within the call centre. This role ensures high-quality, prompt support for business clients, manages support workflows, and drives performance excellence across the team, including oversight of both on-site and remote support agents.

KEY RESPONSIBILITIES

  • Lead, coach, and develop a team of Enterprise Support Associates

  • Oversee day-to-day support operations, including ticket response, escalation management, and SLA adherence

  • Ensure effective coordination between remote, hybrid, and on-site team members

  • Maintain high levels of customer satisfaction by ensuring timely and effective issue resolution

  • Coordinate with technical and field support teams to resolve client issues

  • Analyze support data and generate reports on team performance and customer trends

  • Implement quality assurance processes and regular team training

  • Manage escalations and high-value account issues directly when required

  • Contribute to process improvement and CRM system optimization

QUALIFICATIONS AND EXPERIENCE

  • Minimum 4–6 years in customer service, enterprise support, or contact center management

  • Experience supporting B2B clients in ICT, telecom, or related sectors

  • Knowledge of CRM and ticketing systems

  • Proven leadership and performance management capabilities

  • Strong analytical and interpersonal skills

  • Experience managing remote and hybrid teams

READY TO TAKE THE NEXT STEP?

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