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
**How to Apply**:
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered to avoid duplicity on our system.
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