Ops Manager: Call Desk

7 months ago

Centurion, South Africa BCXP Full time

Business Unit, Department, Reporting Job grade/level M6 Business Unit Cloud Platform Solutions Department Field Services Position reports to Manager: Service Centre M5 Span of Control 11 Direct Core Description
Responsible for managing all staff members within the desk to ensure that the provision of a high level of service is upheld in order to ensuring that optimum relations are maintained. Key Deliverables / Primary Functions
Technical desk Management
Attendance of daily open call meeting/1st line calls in progress
Ensure that rosters are updated and staff disciplines are adhered to and monitored accordingly
Ensuring that telephones are answered promptly, and customers calls are logged and prioritised as requested
Ensure that all necessary call logs and reports are completed and submitted
Check that information is accurately captured and logged for all calls and that the relevant customer information is correct per the contractual obligations
Update the call centre manual and quick reference regularly, including SOPS/RFM/SMS/Gum etc
Manage all queries, i.e. non-maintenance calls, OSLA, cancelled calls, reports and open calls are accurately and timeously handled
Ensure that the Support teams are activated when a staff member is not capable of closing a call
Ensure that concerns arising from the previous day are raised with the relevant managers by 8am each morning
Ensure that the staff tracking board is updated on a bi-hourly basis for any individual to be able to track the productivity of all 1st line staff
The incumbent is to ensure that they adhere to all company policies and procedures at all times.
Reports
Report on trends in customer calls and that customers receive their relevant weekly reports as required
Ensure that all weekly / daily and monthly management reports are submitted.
People Management
Ensure that staff productivity levels are monitored and maintained throughout all departments within the branches under your authority
Ensure that quality standards are adhered to
Plan the utilization of resources in Department efficiently
Manage leave efficiently in line with Business Operations and Leave compliance.
Manage staff issues such as disciplinary action, resignations, retrenchments, disability etc. as per Company policy
Measure and record individual performance as per agreed objectives and performance standards monthly
Ensure that the relevant training of all personnel is carried out, and that the required grading, skill levels and certification is achieved
Succession Planning with key staff members
Staff motivation & staff retention to be monitored and addressed constantly
Maintain and develop sound employee relationships
Ensure that staff training takes place as required Core Functional Skills & Knowledge
Business intelligence
People Management
Computer Applications
Testing
Desktop Support
Hardware/Software Installation and management, troubleshooting and problem resolution. Documentation/Technical Authoring. Service Orientated
Development Methodologies & Frameworks
ICT IT Technologies
IT Infrastructure Technology; Customer Focus; Communication; Time Management; Troubleshooting Techniques.
IT Service Management
Operating systems installation, customisation, investigation and troubleshooting
IT Processes & Procedures Core Behavioural Competencies 1. Job Match 2. Developing and implementing account plan or strategy 3. Meeting customer expectations 4. People / Team Leadership 5. Decision Making 6. Communication and Impact Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce OR NQF 4: Grade 12 Additional Qualification preferred or advantage Experience
3 years’ experience
OR
Grade 12 & 5 years’ experience Certifications None Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Interacts with various stakeholders within BCX, on various levels of management Special Requirements/ Employment Condition Valid Drivers license Ability to work multiple shifts Ability to work staggered hours, shifts, overtime and respond to call-outs Workplace/Physical Requirements Billable Hybrid Remote Worker

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