Team Leader Data Bureau

6 days ago

Parow, South Africa Stowe Holdings (Pty) Ltd. Full time

**Job Purpose**

The purpose of the job is to oversee the operations of Event Management Specialists within the Data Bureau. The Team Leader ensures that all Events are monitored and exceptions are addressed according to agreed specifications. He/she provides possible solutions, assigning support actions to other departments where needed.

**Key Responsibilities**

**Operation Management (17%)**
- Ensure processes and procedures are followed according to agreed service times
- To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Assign monitoring services & tickets to appropriate team member according to skills
- Provide single point of contact for technical escalations
- To act as information and skills broker between analysts and higher qualified and/or experienced resources
- Escalation of problems or breaches of all calls(hierarchical)
- Ability to creatively address problems and follow proposed solutions through to completion.
- To identify and highlight best practices in support management through continuous assessment.
- To communicate and be the focal point for the dissemination of information from management to the team and vice versa

**Customer Service (17%)**
- Proactively encourage a customer service focus in the department
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation
- Regularly update all customers with progress-information and estimated times to completion on all escalations.
- Manage customer perceptions
- Professionally respond to and assist with all customer queries

**Analysis and Reporting (17%)**
- To ensure Event Management Reports Service Management reports are updated and distributed according to agreed timelines.
- To analyze and summarise Event Management Reports.
- Trend analysis on root causes and ticket categories, incident rates and similar
- Compile and publish daily, weekly and monthly reports as required.
- Weekly incident analysis and escalation to 3rd-level
- Pending List feedback daily
- Repeat Call Analysis weekly
- Ticket Scoring conformance weekly
- Daily monitoring of Repeat call journal

**Performance Measurements & Management (17%)**
- Ensure team performance is in line with client KPI’s
- To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
- Taking ownership of escalations (Respond or manage response to challenges regarding agent performance)
- To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
- Missed SLA processing daily

**Training** **(17%)**
- Identify training requirements for team members & escalate (hierarchical)
- Provide guidance & coaching to less skilled members of the team.
- Updating team members with any changes taking place in the Data Bureau standards and procedures (new versions, changes, upgrades)
- Ensure all technical tips & tricks, 3rd level diagnostics are documented and available
- Team-specific training weekly and as required

**Policies and Procedures (5%)**
- Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team members
- You may be required to conform to the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

You may be required to work overtime outside the scheduled shift
- and standby-allocation on management request.

**Minimum Requirements and skills required**
- Communication Skills
- Attention to detail
- Interpersonal relationships
- Initiatives and self-motivation

Coaching and mentoring

Managed at least 1 staff member previously

Technical Support skills

ITIL insight/understanding

**Job Types**: Full-time, Permanent

Pay: R15 000,00 - R18 000,00 per month

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