Shift Manager

1 week ago


Midrand, South Africa Afrizan People Intelligence Full time

Our client in the telecommunications industry is currently searching for a shift manager who will be responsible for planning and managing the daily call desk operations, shift schedules, agent’s performance and customer escalations.
- **Duties**:_
- Ensure customers are updated on progress of faults and that all duties within the call desk are performed accurately and effectively
- Analyse the call desk data, to ensure quality assurance
- Focus on improving performance and processes in an effort to better support the customers
- Improve call desk operations and standard operating procedure
- Assist with resource planning and management of the shift roster for call desk resources
- Assist with customer escalations and manage customer expectations
- **Experience**:_
- 2 years + management experience
- 2 years + call desk and customer experience
- Strong leadership and organizational skills
- Confident problem solver and team player
- ISP service desk and ITL processes experience
- Experience creating shift schedules
- Excellent communication and interpersonal skills
- At least 3 years call centre experience within a customer service environment
- Worked in a telecommunication environment
- Experience in Service Now, Remedy, NMS tools
- **Qualifications**:_
- Matric/Grade 12 essential
- ITILV3 Foundation desirable
- Management degree/NQF Level 7 advantageous
- Project Management certificate advantageous
- Call centre or customer service certificate essential
- Technical or IT related tertiary qualififcation desirable
- Cisco CCNA R&S/SP/Wireless essential

**Job Type**: Permanent

Pay: R18,000.00 per month

Application Question(s):

- How many years call centre management experience do you have?


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