Operations Support Manager

1 week ago


Stellenbosch, South Africa Exceed Recruitment and Human Resource Consultants Full time

**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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