Coordinator:field Agent

Business unit, Department, Reporting
Business Unit
Converged Communications
Department

**Network Solutions**: Work distribution
Reports To
Workflow and Sim office Manager
Grade
OP1 Core Description
Responsible for ensuring that quality standards are met through evaluating, designing and preparing detailed specifications for larger complex networks and communication systems that are in alignment with BCX’s standards, as well as supervising direct reports. Key Deliverables / Primary Functions

Monitor and manage internal group function tasks with the team to ensure that field agents complete work within the specified SLAs
Create a robust incident-management action plan and manage/monitor the team that drives the BU MTTI and MTTR
Delegate tasks with clear instructions to distribute work evenly, accurately and correctly.
Manage the team to ensure that they conduct 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 the team that distributes 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.

**Reporting**: Timely collation and submission of reports
Encourage effective teamwork and drive improved performance via reports and weekly activities.
Optimise area of responsibility by streamlining workflows when needed.
Compile and submit monthly overview and special projects report.
2 years relevant experience in SAP skills, computer literacy, MS Office package with excel abilities.
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Span of Control
0
Level of Engagement
Internal and external stakeholders Special Requirements / Employment Condition Valid Drivers license Workplace / Physical Requirements Hybrid Remote Worker