Shift Manager

2 weeks ago


Midrand, Gauteng, South Africa Afrizan People Intelligence Full time

Our client in the telecommunications industry is currently searching for a shift manager who will be responsible for planning and managing the daily call desk operations, shift schedules, agent's performance and customer escalations.

-
Duties:_

  • Ensure customers are updated on progress of faults and that all duties within the call desk are performed accurately and effectively
  • Analyse the call desk data, to ensure quality assurance
  • Focus on improving performance and processes in an effort to better support the customers
  • Improve call desk operations and standard operating procedure
  • Assist with resource planning and management of the shift roster for call desk resources
  • Assist with customer escalations and manage customer expectations
-
Experience:_

  • 2 years + management experience
  • 2 years + call desk and customer experience
  • Strong leadership and organizational skills
  • Confident problem solver and team player
  • ISP service desk and ITL processes experience
  • Experience creating shift schedules
  • Excellent communication and interpersonal skills
  • At least 3 years call centre experience within a customer service environment
  • Worked in a telecommunication environment
  • Experience in Service Now, Remedy, NMS tools
-
Qualifications:_

  • Matric/Grade 12 essential
  • ITILV3 Foundation desirable
  • Management degree/NQF Level 7 advantageous
  • Project Management certificate advantageous
  • Call centre or customer service certificate essential
  • Technical or IT related tertiary qualififcation desirable
  • Cisco CCNA R&S/SP/Wireless essential

Job Type:
Permanent

Pay:
R18,000.00 per month

Application Question(s):

  • How many years call centre management experience do you have?

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