Fibre Escalations Operations Specialist

4 weeks ago


Midrand, South Africa Vodafone Full time

**Role purpose**:
The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide guidance and training to inspire the team to perform at their optimum.

**Your responsibilities will include**:
The Operations Specialist will be accountable for the Daily SR Management of Fibre customer escalations and address non-compliance within the Escalations Team
Conduct weekly operational meetings with network operators to identify and resolve any challenges in service delivery and ensure standards are adhered to with regards to customer experience
Initiate and Execute Special Investigation Projects identified from root cause analysis reports and trends.
Perform 2nd level escalation to Network providers to assist to fast track escalations
The Operations specialist will monitor and report on daily network operator outages to Manager and EhoD: Service Delivery and communicate to the escalation team
Provide insights and information related to Root causes and/or special projects to enable the escalation team to achieve a quicker turnaround time on escalated queries.
Unblock any bottlenecks experienced by the team with the resolution of escalation
Initiate Root Cause Analysis projects

Matric, min 5 years’ experience and
Relevant Technical Qualification (e.g. engineering) - Degree/Diploma/T3/S4/N6 National Diploma (Desirable)

OR
Matric plus min 5 years relevant experience in a customer management/service delivery role with Fibre/Fixed Telecoms (essential) and
A minimum of 3-5yrs telecommunications experience (essential)

OR
Matric plus min 5 years relevant experience and Relevant courses completed

**Core competencies, knowledge and experience**:
Excellent Business Writing and Communication Skills
Confidence and skillful negotiating skills
Customer Service Experience
Escalation management
Problem & identification management
Strong organizational skills
Problem solving
Time management
Strong People Skills and Experience

**System knowledge**:
Siebel
MSPI
Axess
CPS
MS Office (Excel/Word/PPT)

(Min Experience: 3 years with a technical qualification and 5 years with relevant courses)

Closing date for Applications**:08 August 2023.**

The base location for this role is,** Vodacom Midrand Campus.**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.



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