County Lead

**ROLE PURPOSE**

To manage day-to-day service operations, escalations, service levels, service quality, and acting when necessary to ensure the operation runs effective and efficient.

**MAIN OUTPUTS**

**SLA and Operations management**
- Oversee SLA and day-to-day escalations and ensuring that targets are met as per the Vodacom FFO contract.
- Drive VTTR with Dispatch Agents and Operational team to ensure 95% SLA achievement.
- Responsible for ensuring MTTD is achieved by the Technical Dispatchers and take the necessary action
- Prioritise work according to urgency, impact and importance and inform Management on deviations.
- Monitor Siemens Hi-Path - Call Centre platform
- Incoming queues - Mails & Calls must be attended to timeously.
- Agent handling times (if an agent is busy for more than 10 min on mail, pls investigate)
- Monitor WFM lobbies and workload across the Dispatch Platform. i.e., Technical Dispatchers and Generator deployers.
- Ensure that task/requests are acted on timeously by the Technical Dispatcher and Generator Dispatchers.
- Ensure that Technical Dispatchers schedule FT’s to attend to faults in WFM in accordance with their current geographical locations.
- Ensure that Generator Dispatcher acknowledge generator deployment requests timeously and schedule FT’s within WFM in accordance with their current geographical locations.
- Deal with escalations from the Technical Dispatchers or Generator Dispatchers.
- Ensure that all tasks/requests assigned to BFM Dispatch are updated frequently by the Technical Dispatcher end to end.
- Anticipate possible escalations, act, and track till closure.
- Ensure that periodic follow ups are made with the Teams regarding any outstanding queries and open tickets.
- Ensure that target(s) are achieved on a daily, weekly, and monthly basis to meet set SLA target(s)
- Create and submit Incident Reports to management and/or the client when requested.

**Process and Quality Assurance management**
- Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client.
- Evaluate current processes and suggest changes/improvements where possible
- Rolling out of all new processes
- Process enforcer within the teams.
- Ensure that the TD's and GD’s are diligently updating WFM.
- Monitor timeous update and correctness of live tracker.
- Analyse and report on routine and ad hoc investigations.

**Workforce and People management**
- Assist agents with general staff queries
- Escalate to line manager any issues that may occur that are out of your control.
- Monitor shift schedule adherence and take necessary disciplinary action.
- Identifying skill requirements of staff and ensure development for optimum performance
- Conduct weekly meetings with team and report back to management on the outcome of critical topics.

**Technology and Data Integrity management**
- Monitoring and reporting of any system problems with IT.
- Periodically monitor U2020 and Fetch to report on Out of Service Sites
- Periodically monitor IoT Commander and escalate mobile generator fuel levels to Generator Dispatcher.
- Periodically monitor GERM and escalate static generator fuel levels to Generator Dispatcher.
- Report generator management system issues to Generator SPOC.

**Contract and Customer management**
- Conduct and direct Daily Handover meetings
- Report weekly/monthly on utilization and performance.
- Prepare and conduct Daily Scrum meetings as support to operations
- Manage the escalation process on major incidents
- 1st line for all incoming escalations on contract
- Liaise with the Field force and Technical Dispatcher to ensure escalations are given priority and resolved within reasonable timelines best suited to the customer contract.
- Create and submit Incident Reports to management for major and minor faults as and when the customer requests it.

**QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE**

**_The Applicant must meet the following requirements:_**
- Matric
- Technical diploma N6
- 2 - 5 years’ experience in a technical environment
- Team Leader or Supervisory experience advantageous
- Must be able to work outside of their normal working hours when and if the need arises.
- Must possess the ability to multitask with various, and sometimes conflicting events that occur at the same time.
- Ability to work under stress in a high paced environment.
- Ability to relay information to Management or Field Force in a fast-paced environment.
- MS Office
- Knowledge/experience with Dispatch Centre\Contact Centre equipment and software programs
- Knowledge of performance evaluation and customer service metrics
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Experience in management report writing advantageous