Process Analyst, Za

1 day ago

Cape Town, South Africa NSC Global Full time

Overview:
nscglobal (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers. nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.

**Main job purpose**:
The process analyst role is the main interface between the customer and the account team to effectively manage service operations and delivery.

**Responsibilities**:

- Responsible for reading and understanding the statement of work assigned to the account
- Work closely with the account SDM to ensure adherence of contract scope
- Train technicians on contract scope and escalation channels for non-supported service
- Providing real time SLA monitoring, operational reporting, and CSAT score attainment
- Daily operational report to manage volume and SLA attainment
- CAST score analysis
- Training call coordinators and technicians on account specific processes and procedures
- Perform account specific case audits to improve quality of service
- Effective communications with Technicians, Call Coordinators, Service Delivery Coordinators, Account Management Team, Customers, and Management
- Leading or participating in conference calls for technicians, Account Management Organization, and the customer
- Maintain Knowledge Management database and ensure all documents are current and up to date
- Analyze daily operations data and provide requested reports to the SDM
- Capacity and demand analysis
- Governance report
- Ad hoc reports

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