Supervisor - ICT Management Technology Information

Found in: beBee S ZA - 1 month ago

Gauteng Johannesburg, South Africa MTN Full time
MTN’s job vacancy, Career and Recruitment

Job title : Supervisor – ICT Management Technology Information jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : March 22, 2024

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Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)     

Input into Operational Planning

Input into the long-term plan (1-2 years) for the Enterprise Operations Contact Centre Research and consider best practice, local conditions, trends, as well as competitor activity Contribute towards continuous improvement and innovation at process and procedure level  Input into identifying ways to fine tune systems in line with changing work practices Recommend ways to exploit new opportunities to grow the business further Assist in identifying innovative ways to use minimum resources to achieve maximum outputs Plan for resources against shrinkage Plan for staff training and development Planning of contact centre activities Supervise all work relating to tickets linked to the OPCO’s that the supervisor is assigned to. Ensure it gets the necessary attention.  Act as 1st line escalation for all OPCO’s assigned to you

Operational Coordination

Ensure that TCOE Operations benchmarks are attained as defined by the Manager Supervise TCOE Ops Agents to react to all queries effectively and promptly i.e UCC, IOT, Cloud Security etc Ensure First Call Resolution as far as possible Ensure that the correct actions and escalation procedures are properly adhered to Handle escalated queries from clients, account managers and Global service managers as well as keeping TCOE Management updated and informed on progress Provide on-the-job training and guidance to TCOE Ops resources  Assist staff in the diagnosis of difficult Incidents/tickets.  Provide ideas and feedback on software, tools, procedures, and improvements in the TCOE Operations environment Develop technically and personally through attendance of technical and inhouse training sessions Promote a service-oriented work environment Perform quality checks and monitor calls on an ad hoc basis Provide second tier support and third-party support Directly supervise and co-ordinate day to day technical operational activities  Ensure that all SLA’s with internal and external suppliers are adhered to Monitor telephonic service levels and take action as required Evaluate situations and determine the best methods to reach defined outcomes Coordinate gather all resources to deal with escalations effectively Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc Perform daily controls related to performance, productivity, risk, etc.

Customer Service

Understand customer needs and input into the development and fine-tuning of systems accordingly Contribute towards initiating change to continually improve all aspects of service delivery Ensure all customer queries are attended to and resolved within agreed SLA’s  Ensure that customer expectations are managed and that the customer is satisfied with the service Act as 1st line escalation for EBU and Customers 

Reporting

Identify and prepare relevant information and data for reporting purposes Prepare daily, weekly, and monthly management reports 

Job Requirements (Education, Experience and Competencies)     

Education: 

 

Minimum of 3 year degree/diploma in Information Systems or Computer Science.  Relevant certification / accreditation (e.g. ITIL V3) 

Experience:

Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others At least 3 years technical/IT customer services experience in the telecoms industry At least 3 years of leadership experience in similar positions, in fast-moving industries Experience in a contact centre environment is an added advantage

*ICT jobs in south africa

*Supervisor – ICT Management Technology Information in Johannesburg

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