Call Centre Manager

2 weeks ago


Centurion, South Africa Dimension Data Full time

As an IT Call Centre Manager, you'll work with the IT department to create new solutions that improve and streamline processes. You'll be responsible for managing the call centre's daily operations, ensuring customers are always being served quickly and efficiently. You should have previous experience in customer service or human resources management, as well as strong attention to detail.

**Requirements
- Responsible for managing a team of service desk agents
- Contribute to the process of managing tickets or calls logged at the service desk
- Ensure all incidents which are logged, are accurately categorized
- Ensure the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
- Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
- Ensure reported faults are investigated and diagnosed
- Be expected to take ownership and resolve or further escalate escalated incidents
- Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner

**Qualifications
- Degree and/or National diploma in information technology, computer science
- **10+ years of Service Desk Management experience**
- **Must have experience with Dealer Management Systems: e-Toyota | Automate | Autoline | Kerridge**
- Demonstrable relevant work experience gained in call center managed services/services delivery environment within a medium to large ICT organization
- **Track record of team management/leadership experience**
- **Demonstrable experience leading a team of service desk agents**
- **Must have automotive industry exposure


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