Managed Services Manager

2 weeks ago


Centurion, Gauteng, South Africa HandPicked Recruitment Full time
Minimum requirements:
  • Matric and a bachelors degree/diploma or equivalent in Business Administration, Information Technology, or a related field.
  • Certification in ITIL or other relevant frameworks would be beneficial but not a must.
  • 5+ Years in Call Centre or Customer Support Management role
  • Extensive experience in managing a team within a call center or customer support environment.
  • Experience in overseeing 24/7 operations is highly desirable
  • Strong ability to interpret and analyse data.
  • Proficiency in using analytical tools and software (e.g., Power BI, ClickView, Excel, CRM systems, call centre software).
  • Accuracy in handling data and reports.
  • Keen eye for identifying trends, anomalies, and areas for improvement.
  • Excellent ability to prepare detailed and comprehensive reports.
  • Strong technical writing skills for documentation and communication purposes.
  • Familiarity with call centre technologies and software.
  • Basic understanding of IT service management principles (ITIL certification is a plus).

Duties are, but not limited to:
  • Oversee daily operations of the call centre to ensure high levels of customer satisfaction.
  • Schedule and manage staff to maintain 24/7 coverage.
  • Implement and monitor call centre metrics to ensure efficiency and quality of service.
  • Supervise the Support Staff, ensuring they perform their duties effectively and efficiently.
  • Oversee the monitoring and maintenance of support systems to ensure optimal performance.
  • Coordinate with the Support team to resolve technical issues and minimize downtime.
  • Analyse call centre and network operations data to identify trends, issues, and opportunities for improvement.
  • Prepare detailed reports and presentations on call centre and network performance and customer feedback.
  • Develop and implement strategies based on data analysis to enhance service delivery and Support reliability.
  • Ensure timely and effective resolution of customer issues.
  • Handle escalated customer concerns and complaints.
  • Coordinate with other departments to resolve issues.
  • Identify and implement best practices for call center and network operations.
  • Continuously evaluate and improve support processes and systems.
  • Stay updated on industry trends and technologies to ensure the call center and network operations remain competitive.
  • Communicate effectively with customers, team members, and senior management.
  • Collaborate with other departments to ensure alignment and support of overall company goals.
  • Create and maintain comprehensive documentation of support processes and policies.
  • Allocate resources effectively to meet operational demands.
  • Manage budgets and ensure cost-effective operations.
  • Develop and implement plans to handle emergencies and unexpected issues in the call centre and Support operations.
  • Lead the response to critical incidents, ensuring minimal impact on services.

Please note: Only shortlisted candidates will be contacted
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