After Hours Service Delivery Coordinator Team Lead

Found in: beBee jobs ZA - 3 weeks ago

Soweto, Gauteng, South Africa Teraco Full time
Teraco's job vacancy, Career and Recruitment

Job title : After Hours Service Delivery Coordinator Team Lead (Weekday) jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : April 19, 2024

Quick Recommended Links

Jobs by Location
Job by industries

PURPOSE OF THE ROLE

Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources. Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to site management if required.

MAIN FUNCTIONS OF THE JOB

General

Adhere to company policies, procedures, and processes.
High quality verbal and written communication with clients.
Process and update tickets within agreed operation service level agreement and client SLA timelines.

Client Satisfaction
Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However, it must be noted, that the After-Hours Service Delivery Coordinator Team Lead must ensure that existing staff fulfil the servicing requirements, and the After-Hours Service Delivery Coordinator Team Lead only performs the function when the existing staff fail to and client satisfaction is impacted, or there is a skill or resource shortage; If required to fulfil the functions, the After-Hours Service Delivery Coordinator is required to have the knowledge and capability to perform all functions except guarding, remote hands, and facilities technical management. However, the After-Hours Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation where customer satisfaction impacted.
Optimise client satisfaction.
Communicate suggestions & comments and feedback to management.
Plan and implement preparation activities that may be required for major client deployments, and/or execute on a plan provided by Service Delivery Manager / Management to ensure high client satisfaction.
Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities
Accurate recording and data capture of queries, resolution, and follow-up.
Accept and log tickets in the agreed queues in the expected turnaround times.
To process and update tickets in expected turnaround times.
Potential ticket escalation to other divisions of the business or technical.
Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to Management if queues are not being managed appropriately, or any tickets are not being accepted for processing within 15 minutes

Time dependent i.e., no immediate client servicing issues requiring attention, them:
Process all tickets relevant to the After-Hours Service Delivery Coordinator role.
Review My Team tasks and tickets and assist with clearing any backlog.
May be required to perform task not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Escalation and Reporting
Assist on-site staff with escalation for support as required e.g., Ozone, network downtime.
Identify roadblocks that impact client satisfaction and present recommendations to management to
address underlying root causes.
Prepare and submit any reports that may be required from time to time.
Report any incidents to management within SLA, where impacting clients requiring notification i.e., act as management eyes and ears for escalation after hours.

Self-Development
This role is required to operate independent of the Business Hours Service Delivery Coordinator team, and therefore it is critical that the individual is a self-starter who is willing to learn operations from other on-site staff, without management oversight in most cases

Office Hours and Location
The role is an active role in which the individual is required to actively monitor all components of the site impacting clients, and therefore the person is required to be mobile and active.
This role is required to work Thursday to Sunday, 18:00 to 06:00. However every 4 months, may be required to work day shift for a 24-week period to undergo on-the-job training or office-site training.
This role is required to work on-site at JB1/Isando or JB2 Bredell, however, may be required to change location to another Teraco site, if the client requirements for afterhours support change.

Team Lead Responsibilities
Conduct weekly team sessions and coach on improvement initiatives
Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance
Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members
Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA
Create and maintain Issue Register to track Team Performance and assist in identifying gaps
Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)

Requirements

SKILLS REQUIREMENT

Exceptional communication skills.
Excellent administrative skills are critical
Active listening ability to understand requirements.
Ability to communicate in English, and any other RSA language beneficial.
Proactive problem solver.
Ability to work independently & a positive team player.
Self-motivated.
Ability to lead or positively influence others.
Conducts self professionally, exhibits high levels of tolerance and patience.
Responsible for continued learning and self-development.
Team player.

QUALIFICATIONS AND EXPERIENCE
Matric
2 years relevant working experience
IT IL preferred
Microsoft Office skills
Understanding of Wireless solutions preferred
Strong understanding of networks and cabling (fibre optic and copper)

*ICT jobs in south africa
*After Hours Service Delivery Coordinator Team Lead (Weekday) in Johannesburg

  • Team Lead and Solutions Sales Specialist

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Altron Bytes Systems Integration Full time

    Altron Bytes Systems Integration's job vacancy, Career and RecruitmentJob title : Team Lead and Solutions Sales Specialist – Altron Campus Woodmead Block A jobs in GautengJob Location : Gauteng, JohannesburgDeadline : April 18, 2024Quick Recommended LinksJobs by LocationJob by industries Job DescriptionThe Team Lead and Solution Specialist role is a...

  • Lead Technology

    Found in: beBee jobs ZA - 3 weeks ago

    Soweto, Gauteng, South Africa Absa Group Limited Full time

    Absa Group Limited's job vacancy, Career and RecruitmentJob title : Lead Technology – Sandton jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 15, 2024Quick Recommended LinksJobs by LocationJob by industries Job DescriptionProduct & Service Direction Setting, Solution Design & Performance ManagementWork with the CIO & business product...

  • Training Delivery Administrator

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Shoprite Group of Companies Full time

    Shoprite Group of Companies's job vacancy, Career and RecruitmentJob title : Training Delivery Administrator – Edenvale jobs in GautengJob Location : Gauteng, JohannesburgDeadline : 18-May-24Quick Recommended LinksJobs by LocationJob by industries Job ObjectivesEmployee Centric DeliveryProviding administrative support across relevant People function...

  • Conference and Events Coordinator

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Measured Ability Group of Companies Full time

    Measured Ability Group of Companies's job vacancy, Career and RecruitmentJob title : Conference and Events Coordinator jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 05, 2024Quick Recommended LinksJobs by LocationJob by industries Requirements: Conference and events experience. Matric. Tertiary qualification in hospitality or events...

  • Z Delivery Consultant

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa IBM Full time

    IBM's job vacancy, Career and RecruitmentJob title : Z Delivery Consultant jobs in GautengJob Location : Gauteng, JohannesburgDeadline : April 22, 2024Quick Recommended LinksJobs by LocationJob by industries Your Role and ResponsibilitiesYou will be responsible for developing and delivering IBM solution design, architecture, and implementation of IBM Z...

  • Lead - Construction and Projects

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Astron Energy Ltd. Full time

    Astron Energy Ltd.'s job vacancy, Career and RecruitmentJob title : Lead – Construction and Projects jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 15, 2024Quick Recommended LinksJobs by LocationJob by industries Job PurposePlan, direct, coordinate activities concerned with construction and other projects related to Astron Energy...

  • Change Management Lead

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa EQ Plus Technologies Pty Full time

    EQ Plus Technologies Pty's job vacancy, Career and RecruitmentJob title : Change Management Lead jobs in GautengJob Location : Gauteng, JohannesburgDeadline : April 28, 2024Quick Recommended LinksJobs by LocationJob by industries Duties: Lead a team of change and stakeholder management resources within the Transformation program.Work closely with the program...

  • Call Coordinator

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa iOCO Full time

    iOCO's job vacancy, Career and RecruitmentJob title : Call Coordinator jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 17, 2024Quick Recommended LinksJobs by LocationJob by industries The RoleiOCO Infrastructure Services: Where Challengers and Innovators ThriveWe are seeking a Call Coordinator with strong communication skills,...

  • Employee Services Manager

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Danone Full time

    Danone's job vacancy, Career and RecruitmentJob title : Employee Services Manager (Payroll Manager) jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 22, 2024Quick Recommended LinksJobs by LocationJob by industries ABOUT THE JOBThe Local IBS Employee Services Lead is accountable for the set-up and ongoing management of his/her scope of...

  • Team PA: Energy Finance

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Nedbank Full time

    Nedbank's job vacancy, Career and RecruitmentJob title : Team PA: Energy Finance – Johannesburg jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 05, 2024Quick Recommended LinksJobs by LocationJob by industries Job ResponsibilitiesContribute to a culture conducive to the achievement of transformation goals by participating in Nedbank...

  • Services Solutions Architect CSS MEA

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Oracle Full time

    Oracle's job vacancy, Career and RecruitmentJob title : Services Solutions Architect Oracle CSS MEA (South Africa) jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 15, 2024Quick Recommended LinksJobs by LocationJob by industries Job DescriptionCSS is a business unit within Oracle that establishes long-term service relationships with many of...

  • Dynamics 365 CE Technical Engagement Lead

    Found in: beBee jobs ZA - 3 weeks ago

    Soweto, Gauteng, South Africa Altron Bytes Systems Integration Full time

    Altron Bytes Systems Integration's job vacancy, Career and RecruitmentJob title : Dynamics 365 CE Technical Engagement Lead jobs in GautengJob Location : Gauteng, JohannesburgDeadline : 18-May-24Quick Recommended LinksJobs by LocationJob by industries Responsibilities:Lead the support team in diagnosing and resolving issues reported by users promptly. This...

  • Events & Sponsorship Coordinator

    Found in: beBee jobs ZA - 3 weeks ago

    Soweto, Gauteng, South Africa TotalEnergies Full time

    TotalEnergies's job vacancy, Career and RecruitmentJob title : Events & Sponsorship Coordinator jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 17, 2024Quick Recommended LinksJobs by LocationJob by industries Candidate ProfileTertiary qualification in Marketing or related Business degree / diploma2-3 Years practical experience in event...

  • Logistics Coordinator

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Kontak Recruitment Full time

    Kontak Recruitment's job vacancy, Career and RecruitmentJob title : Logistics Coordinator (JB4309) jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 17, 2024Quick Recommended LinksJobs by LocationJob by industries As the Logistics Coordinator, you will play a crucial role in streamlining operational and transportation processes. If you are an...

  • IT Asset Coordinator

    Found in: beBee jobs ZA - 3 weeks ago

    Soweto, Gauteng, South Africa Omnia LTD Full time

    Omnia LTD's job vacancy, Career and RecruitmentJob title : IT Asset Coordinator – Fourways jobs in GautengJob Location : Gauteng, JohannesburgDeadline : 18-May-24Quick Recommended LinksJobs by LocationJob by industries QualificationsMatric or NQF level 5NQF Level 5 qualification in Business Administration or Information TechnologyExperience2-3 years'...

  • Lubes and LPG coordinator

    Found in: beBee jobs ZA - 3 weeks ago

    Soweto, Gauteng, South Africa TotalEnergies Full time

    TotalEnergies's job vacancy, Career and RecruitmentJob title : Lubes and LPG coordinator jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 17, 2024Quick Recommended LinksJobs by LocationJob by industries Candidate ProfileBusiness Degree and at least 5 years of relevant experience gained in a petrochemical sales environment. Understanding of...

  • Assistant Director: Management Support Services

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa City of Johannesburg Full time

    City of Johannesburg's job vacancy, Career and RecruitmentJob title : Assistant Director: Management Support Services jobs in GautengJob Location : Gauteng, JohannesburgDeadline : April 25, 2024Quick Recommended LinksJobs by LocationJob by industries Assistant Director: Management Support ServicesDepartment: Private Office of the Executive Mayor...

  • Technical Lead

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Amrod Full time

    Amrod's job vacancy, Career and RecruitmentJob title : Technical Lead – Screen Nightshift jobs in GautengJob Location : Gauteng, JohannesburgDeadline : 18-May-24Quick Recommended LinksJobs by LocationJob by industries MINIMUM SKILLS AND KNOWLEDGE REQUIRED3 – 5 years' experience in the promotional printing industry.Proven track record in delivering...

  • Lead Process Engineer

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa Minopex Full time

    Minopex's job vacancy, Career and RecruitmentJob title : Lead Process Engineer – Johannesburg jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 05, 2024Quick Recommended LinksJobs by LocationJob by industries Duties and ResponsibilitiesEnsure compliance with the Company's Health and Safety responsibilitiesResponsible for the planning,...

  • Internal Control Procurement Lead

    Found in: beBee jobs ZA - 2 weeks ago

    Soweto, Gauteng, South Africa The South African Breweries Full time

    The South African Breweries's job vacancy, Career and RecruitmentJob title : Internal Control Procurement Lead jobs in GautengJob Location : Gauteng, JohannesburgDeadline : May 12, 2024Quick Recommended LinksJobs by LocationJob by industries The Key Purpose of this role is overseeing, managing, and enhancing the internal control framework and processes...