24 Hour Critical Service Manager

3 months ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001197

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Call Centre and Telesales**Location**:Randburg**Contract**:Permanent**EE position**:Yes**Introduction**:
Tracker requires the services of a Manager: 24HR Critical Service in the Critical Services Department at our Johannesburg Head Office. The incumbent will be responsible for full management of the 24HR critical services which include formulating policies, managing daily operations, as well as planning, directing and coordinating all operations. This role will also be responsible for improving performance, productivity, efficiency and relationships with stakeholders to ensure the delivery of the recovery rate through the implementation of fit for purpose methods and strategies. The role aims to successfully process all risk and impact events for customers within the specific SOP standards and initiate the appropriate actions in response to the events

**Job description**:
**Key roles and responsibilities**:
**Customer Service Delivery**:

- Responsible for the translation of the Critical Services strategy, and the formulation of tactical plans to successfully deliver on the organisational strategy for the 24HR Critical Services Centre.
- Respond to all risk events (activations procedures) are followed as per agreed SLA
- Identify and mitigate any risks which may prevent the function from achieving its strategic objectives.
- Responsible for the implementation of enhancements and system functionality to drive lower dependence upon external providers.
- Responsible for driving continuous improvements to the system in the aim of decreasing false positive events.
- Responsible for conducting root cause analyses on all complaints and implementing preventative measures to avoid re-occurrence.
- Monitoring the CX feedback process to ensure that the service delivery meets requirements.

**Functional Delivery**:

- Ensure that vehicle verifications and activations are effectively managed.
- Investigate non-adherence and change procedures to prevent re-occurrence.
- Ensure staff availability as defined by workforce planning requirements
- Ensure staff are sufficiently trained to deliver frictionless customer experience
- Identify and document process gaps
- Constantly ensuring that SOPs are valid
- Responsible for ensuring the availability of staff to assist customers as per the implemented service level standards.
- Drive data integrity by ensuring the quality and accuracy of data capturing including voice calls.
- Ensure that response times and escalation procedures are followed as per the various agreed upon SLA’s.
- Build effective partnerships with law enforcement liaison and response teams and oversee all related processes.
- Adhere to appropriate reporting standards that will assist the department in achieving its objectives VACANCY
- Maintain relationships with NAVICC
- Maintain relationship with vehicle crime industry

**Financial Management**:

- Prepare annual Opex and Capex budget for the function
- Responsible for the planning and development of the functional annual budgets that align with the strategic objectives of the Critical Services department
- Responsible for the planning and execution of cost reduction initiatives
- Responsible of the development of best practices for the achievement of functional financial goals
- Managing monthly ad-hoc expenditure
- Responsible for managing 3rd party service provider costs including staffing requirement in line CPI yearly increase and staffing

**People Management**:

- Responsible for building productive teams through - staff selection, development, coaching and motivating to levels of maximum staff potential
- Responsible for ensuring the successful management of staff according to company standards (appraisals, discipline, development, training etc).
- Empowering staff coupled with appropriate accountability expectations and performance management initiatives
- Manage with authenticity and integrity and live the Tracker values every day.
- Assist in employee recruitment, performance evaluation, promotion, retention and termination activities

**Minimum requirements**:
**Qualifications, experience and competencies required**:

- Relevant diploma in the fields of Business Administration, Policing, Contact Centre Management, Business Management or a related field.
- Minimum 5 Years Contact Centre management experience
- Minimum 5 Years in a managerial role in the private security/emergency services industry will be advantageous.
- Sound knowledge of Criminal Procedures Act (country specific)
- Statutory Requirements (PSIRA Grade B)
- Knowledge and understanding of geo-politics, especially within Africa.
- Analytical thinking and creativity
- Good judgement and decision-making
- Conflict resolution skills
- Assertiveness
- Adaptable within the fast pace environment
- Empathetic and Influential
- Be willing to travel from time to

  • Head Critical Services

    4 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001230 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Operations Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Tracker requires the services of a talented and experienced Head: Critical Services to focus on...

  • Head Critical Services

    3 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001060 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Police, Security and Protective**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Tracker requires the services of a talented and experienced Head: Critical Services to...

  • Critical Incident Specialist

    2 weeks ago

    Randburg, South Africa Datacentrix Full time

    Managed Talent Solutions, a division within Datacentrix is looking for a Critical Incident Specialist for one of their clients who are based in Gauteng.  The Critical Incident Specialist – Service Integration anService Integrationd Management Specialist will be responsible to ensure ongoing service of applications and infrastructure by managing critical...

  • IT Manager

    4 months ago

    Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    IT Manager: IT Service Delivery - AA/EE - Randburg Minimum requirements: A bachelor’s degree or Equivalent IT Qualification or Diploma - ITIL | CobIT - Minimum 9+ Years Working Experience - 4+ years of experience managing people in a technical environment. - 4+ years’ experience in participating in on-call rotations and providing after-hours support in...

  • Programme Coordinator

    6 days ago

    Randburg, South Africa Educor Full time

    **Programme Coordinator & Lecturer: Critical Thinking, Digital Proficiency & Licensing Practice (JB4787)** **Randburg** **Full-Time** **Market Related** An experienced and dynamic individual is required to lead and deliver two key academic programmes: a Foundations of Critical Thinking and Digital Proficiency module, and a Bachelor of Administration in...

  • Service Manager

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Service Manager Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the...

  • Service Manager

    4 months ago

    Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Service Manager Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the...

  • Team Lead: Data Centre

    4 months ago

    Randburg, South Africa OLP Full time

    Job Position: Team Lead: Data Centre Ref: 4432 Location: Randburg **Salary**: R49 200 to R71 200 commensurate with qualification and experience Qualifications / Requirements: - A Bachelor's degree or Equivalent IT Qualification or Diploma - Experience and technologies in use: - ITIL - CobIT - Minimum 5 years of experience with Computer hardware and...

  • Technical Service Manager

    4 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To plan and ensure execution of the overall technical portfolio for multiple, large scale and high complex facilities To manage a team of technical specialists in the delivery of facilities management strategy - Compile reports that track progress and guide business to make informed decisions relating to building technical equipment -...

  • Customer Service Specialist

    2 weeks ago

    Randburg, South Africa FirstRand Bank Limited Full time

    Description Dear Future, Client Service Specialist The role requires you to provide customers with excellent and prompt service through understanding their needs and to process complaints within agreed timelines. Perform root cause analysis and recommend solutions to remedy process breakdowns Are you someone who can: Deliver exceptional and...

  • Customer Service Manager

    4 months ago

    Randburg, South Africa Uris Power Full time

    Customer Service Manager Required for tools and machinery business based in Randburg. They will be responsible for all repairs booked into the business, including liaising with suppliers, customers etc. This is an administrative post. **Requirements**: - Must have strong administrative experience - Highly Organized - fully computer literate - excel is a...

  • Client Service Agent-10

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To ensure client retention by providing after-sales service for multiple channels and brands in a contact centre environment, in compliance with strict regulations. - Contribute to cost efficiencies through responsible utilisation of work related resources - Contribute to teamwork and inclusivity within own team - Identify and utilise...

  • Manager: IT Systems and Cloud

    3 months ago

    Randburg, South Africa OLP Full time

    Job Position: Manager: IT Systems and Cloud Ref: 4474 Location: Randburg (Johannesburg) **Salary**: R63 100 to R96 100 per month commensurate with qualification and experience Qualifications / Requirements: - Bachelor's Degree or equivalent IT Qualification or Diploma - Minimum 9+ years working experience - 4+ years of experience managing people in a...

  • Advanced Client Service Agent

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To ensure client and product retention by providing pre - and after-sales service across the entire value chain for multiple channels and brands in a contact centre environment, whilst complying with strict regulations - Contribute to cost efficiencies through responsible utilisation of work related resources - Contribute to teamwork and...

  • Manager: IT Service Delivery

    4 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001076 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:IT-Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: **Job description**: **KEY DUTIES AND RESPONSIBILITES**: *** **Contribute to and influence**: - o IT...

  • IT Service Delivery Head

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Service Delivery Head Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to...

  • IT Technical Support Manager

    2 weeks ago

    Randburg, South Africa FirstRand Full time

    Job Description Hello Future IT Technical Support Manager Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives...

  • IT Technican

    4 months ago

    Randburg, South Africa iPersonnel Talent Acquisition Service Full time

    IT Junior Technicians to diagnose, repair and maintain hardware and software components to ensure the smooth running of computer systems. IT Technician responsibilities include installing and configuring computer hardware and being the primary point of contact for IT support within a company. Junior IT Desktop Technician Duties: - Build and install PCs,...

  • Technical Specialist

    3 months ago

    Randburg, South Africa FirstRand Full time

    Job Description Hello Future Virtual Desktop Infrastructure (VDI) Technical Specialist Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. As part of our talent team, you will be surrounded by unique talents, diverse minds, and an...

  • Call Centre Agent

    4 months ago

    Randburg, South Africa Business Processing Outsourcing Full time

    Our Top Notch International Clients is looking for your expertise in the following: - 6 months strong customer service experience within financial, retail, call centre industries - Excellent command of English Language - Ability to work night shift hours - Resides within Soweto, Randburg and JHB CBD - Excellent Computer Skills - Valid matric and criminal...