Coordinator: Field Agent
4 weeks ago
Business unit, Department, Reporting Business Unit Solutions Department Field Service Operations Job grade OP1
Core Description
The position is responsible for distributing work to Field Agents, conducting site readiness of customer sites prior to distribution of work, conducting Quality Assessments on completed work, ensuring that all distributed work is attended to within the pre-arranged scheduled time and resolving customer queries Key Deliverables / Primary Functions Monitor and manage internal group functions tasks with the team to ensure adherence to SLAs by field agents. Create a robust incident-management action plan and monitor the team that drives the BU MTTI and MTTR Delegate tasks with clear instructions to distribute work evenly accurately and correctly. Ensure on
- site readiness and follow up phone calls. Manage and minimise escalations on internal and external customer queries as well as resolving issues on electronic and manual PODs Manage distribution of work tickets to ensure that the tasks are executed correctly, accurately, and timeously to Field Agents, this can include site readiness or customer sites prior to distribution of work conducting Quality Assessments on completed work. Preparation, compilation, sorting and capturing data. Encourage effective teamwork and drive improvement performance via reports and weekly activities. Optimise area of responsibility by streamlining workflows when needed. Compile and submit monthly overview and special projects report. Source and onboarding technical partners for new work/3rd party contract management. Core Functional Skills & Capabilities Attention to detail Microsoft Office Microsoft Excel Communication Teamwork Core Behavioural Competencies Working with people Adhering to principles and values Coping with pressures & setbacks Following instructions & procedures Writing and Reporting Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience
2 years’ experience in IT Service Management or IT Field Services Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Ability to work extended /long hours as and when required Workplace / Physical Requirements Hybrid Remote Worker Billable
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