National Operations Centre Team Lead

**ROLE PURPOSE**

The main responsibilities are to effectively and efficiently manage client(s) agreed scope of work, within agreed contractual outputs mainly based on service level agreement, through the utilization of alarms, systems and requests, and ensure the value chain process is adhered to timeously. The model is based on activity management principles that comprises of five core functions, i.e. life cycle management, resource planning and management, quotation and purchase order management, technical management and live quality management.
The main attribute of the role is to ensure the Team Leaders operate within the assigned function to ensure focus that yield efficiencies while maintaining effective utilization. Stakeholder value to be promoted by ensuring a multiskilled Team Leaders operate within the model and drive agents to operate within the model, thus enable the feasibility to utilize Team Leaders according to demand while keeping focus within the functions. Centralization based on functions, enabling Team Leaders to operate across multiple contracts/clients with a hybrid-based structure, i.e. hierarchical and functional, to unlock speed in operations. Team Leaders focus is to manage functional agents, drive day-to-day activities, manage agent performance, communication and team motivation, and ensure operational execution within the model.
**MANAGE FUNCTIONAL STREAM AGENTS**
- Manage team schedules within SAP and ensure adequate agents per function
- Engage with other Team Leaders to ensure value chain management in terms of agent availability is met per shift
- Manage agent time management within the Contact Centre platform
- Login and logout times including scheduled and unscheduled breaks
- Review agent utilization in real-time to identify demand vs capacity and engage other Team Leaders with aim of resource movements within defined functions to ensure efficiencies
- Move functional resources in real-time based on demand and utilization data to achieve best outputs as per client scope of work
- Ensure functional agents are performing work within prescribed process(es) and intervene when not for best outputs as per client scope of work

**DAY-TO-DAY ACTIVITY MANAGEMENT**
- Ensure functional agents are capacitated within the shift to be able to perform their duties
- Manage functional agent adherence to request management within the prescribed process(es) to ensure timely action
- Ensure that request management as an activity moves within the defined functions timeously and accurately
- 1st line escalation management when functional agents experience an issue that requires intervention
- Manage escalations holistically to yield output and/or provide insight to the challenge within the work order
- Escalate unresolved issues to the functional supervisor for stakeholder management, input and resolution
- Provide an overview per shift of highlights and lowlights to the management team

**AGENT PERFORMANCE MANAGEMENT**
- Understand the client’s scope of work to ensure understanding of the functional requirements and outputs
- Manage agent performance in accordance to defined functional outputs and agent responsibilities
- Utilize system(s) to review and manage agent performance in real-time
- Escalate timeously, in writing, agent shortcomings to supervisor
- Monitor agreed Contact Centre and Operational key performance indicators and report failures to supervisor
- Provide coaching to functional agents to yield both organisational and personal improvements

**COMMUNICATION AND TEAM MOTIVATION**
- Upkeep a positive and progressive work environment in accordance with our Company codes
- Operate with functional agents on an open communication model in terms of activity management
- Have regular sessions with the functional team to communicate noted trends for both highlights and lowlights
- Ensure stakeholder communication regarding impacts from external factors outside the function
- Motivate functional agents to achieve agreed and desired outputs timeously and consistently

**OPERATIONAL EXECUTIION**
- Ensure the function responsibilities are adhered to, and all shift activities are executed
- Record shift activities that were not actioned with line-item justification to be shared as part of the overview to the supervisor
- Review functional control points adherence within shift to ensure procedure adherence

**PERFORMANCE INDICATORS.MEASURES**
- Ability to interpret faults/alarms and reasons for faults/alarms assisted from data available on the monitoring and CRM system
- Ability to take proactive decision
- Conflict management with desired consequence management according to our policies
- Information accuracy throughout value chain of activity
- Records of quotes and material usage daily
- Offers knowledgeable, efficient, and friendly service
- Communicates in a professional, diplomatic manner with good voice quality and articulation
- Ability to prioritize and coordinate outputs
- Escala