Operations Support Manager
1 week ago
**Reference: CDS 6786**
**Consultant: Carina De Swart**
**Description**:
- Weekly leads management
- Being responsible for receiving, assigning, tracking and returning leads from and to the wholesale customers.
- Manage delivery exceptions
- Being responsible for tracking all leads, escalating on late-deliveries and raising improvements in MOS to ensure overall performance improvements on problems that keep arising.
- Key point person for customer escalations
- Responsible for fielding customer escalations, obtaining timeous input from each region, leading the compilation of action plans and managing the customer expectation
- Reporting
- Being responsible for creating clear, actionable reports to keep all stakeholders abreast of progress and concerns
- Continuous Improvement
- Assess the proficiency and efficiency of the team
- Design and implement new workflows to improve customer experience and / or operational efficiency
- Coach and develop the team to improve their outputs
**Qualifications**:
- At least 3-years' experience working in a direct customer-facing role
- At least 3-years’ experience managing a support environment within a Telco
- General experience in a Telco environment is essential
- Strong Wireless and Fibre network knowledge at a business / enterprise level
- Strong Project Management skills are required
- Strong analytical, organizational, and time management skills.
- Excellent interpersonal, motivational, communication, and customer service skills
- Computer literacy is required
- Must be flexible and solution orientated
- Must be goal driven
- Demonstrate a high level of emotional intelligence
- Must be able to work independently and be a team-player
- Good understanding of Helpdesk functions and processes
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