Operations Manager: Service Centre

3 weeks ago

Centurion, South Africa BCXP Full time

Business Unit, Department, Reporting Job grade/level M6 Business Unit Converged Communication Department Commercial (NOC) Position reports to Manager: Service Centre Span of Control 10-14 Level of Engagement Internal and External Customers
Core Description
Supervise a team of technical officers to ensure customer service / incident management is aligned to relevant processes, contractual obligations and service level agreements. Ensure that that highest level of customer experience is attained. First line support to technical officers. Key Deliverables / Primary Functions
Coordinate the schedules, delegation of duties and tasks of technical officers
Monitor achievement of team members’ targets and review completed tasks to ensure compliance with procedures and service level agreements.
Address areas of performance to maximise efficiencies and improve customer experience.
Ensure that regular training sessions are arranged to transfer skills to team members.
Identify and make recommendations on the mitigation of operational risks.
Keep abreast of constantly evolving trends in the information technology industry.
Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.
Identify root causes of repeat incidents and provide possible solution to relevant business area
Management and addressing Customer Experience survey results
Service Centre reporting and analysis. Core Functional Skills & Knowledge
Service Desk Management
People Management
Customer Experience Management
Risk Management Core Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Decision Making 5. Handling Pressure 6. Communication and Impact Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 in Information Technology Additional Qualification preferred or advantage Experience
3 years’ experience
OR
Grade 12 & 5 years’ experience Certifications ITIL v3 Foundation Phase Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Internal and External Customers Special Requirements/ Employment Condition Valid Drivers license Workplace/Physical Requirements Non-Billable Hybrid Remote Worker

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