Call Co-ordinator

Who are we?
Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam. What will you do?
Assign and coordinate Incidents, Requests and SRS tasks to the EUS Major Site Support Teams. The purpose of this role is to ensure that all the incidents, request and SRS tasks are attended by the assigned members in accordance with the SLA’S What will make you successful in this role?

**Core responsibilities**:
Assigning of new incidents, requests and SRS tasks to the Filed Service Engineer (FSE) according to the agreed process and within the response SLA
Que Management
Arrange appointments with users for face to face (F2F) incident resolution or request task execution if required
Follow up with FSE’s to ensure that all outstanding incidents, requests and SRS tasks are updated and handled within SLA
Ensure that FSE’s keep End Users up to date on progress of outstanding incidents and requests
Ensure that the Agreed Delivery Date process on Requests are adhered to by FSE’s and requested updated accordingly and timeously
Ensure continuous Service Delivery improvement
Verify information provided on incidents and requests assigned to the EUS Major Support bucket and require more information/engage with Service Desk to clarify
Ensure that all outstanding incidents, requests and SRS tasks and closed timeously
Quality Management
Re-assign of outstanding incidents, requests and SRS tasks as per the instruction from Team leader due to absenteeism of FSE’s
End to End Call Management
Management of the Escalation Mailbox on Rotational Basis as per a Scheduled Roster
Scheduling of Onboarding Appointments
Monitoring the status and progress of outstanding incidents, requests and SRS tasks
Provide feedback in terms of Aging tickets and SRS tasks according to the SGT processes
Manage aging tickers and SRS tasks
Monitoring of pending tickets and ensure adherence to Pending Customer Agreement process
Reporting Qualifications
Matric
ITIL (V3/4) Knowledge and Experience Knowledge and Skills Reporting and Administration Services Knowledge Problem Tracking tool Technologies Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently Tech savvy - Contributing dependently Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Drives results - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.