Ops Manager: Service Centre

Structure, Grade & Reporting Division Digital Platform Services Department Octane Reports to Senior Manager: Technology Span of Control 4 -15
Core Description
The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Key Deliverables / Primary Functions
Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality
Motivates staff to deliver high quality service and to maintain staff retention.
Monitors and reports on services provided to Helpdesk Manager
Takes prompt corrective action where service is below standard.
Measure’s customer satisfaction levels.
Monitors trends and analysing of volumes to be able to identify possible problems to reduce calls.
Ensures that customers and internal services delivery & account management are kept informed on high priority calls.
Professional / Effective Helpdesk that share work related knowledge and experience
Ensures procedures, standards and guidelines for the Helpdesk established by the Manager is put in place.
Identifies the necessary tools (systems) to deliver the service to customers.
Assist the Manager to mend and enhance the Helpdesk based on best practice and clarified client requirements.
Provides Helpdesk support service when assigned.
Monitor and implement root cause analysis.
Proactive management of repeat calls
Proactive management of call trends
Manage and report to Manager on all escalations received from Clients
Ensure a reporting structure is in place for call handling and day to day call management activities
Report weekly to Manager on status of all calls and issues experienced with the team in relation to call management activities
Co-operation with Int Dept & Service Lines to provide remote support services
Remains abreast of Helpdesk and services delivered to customers to ensure their alignment to changing business requirements.
Provides statistical reporting to Internal Service Delivery & Account management and customers as defined.
Agrees and delivers overall service levels with customer facing business units.
Communicate and escalate to Internal Service Delivery & Account management and customers as defined.
Assists and supports the Service Delivery & Account Management function in addressing client issues.
Monitors the quality-of-service delivery.
Ensures that clearly defined processes are in placed with the relevant development departments with regards to software releases to customers, including testing and signing off releases.
Assist Helpdesk Manager in any escalations or queries that comes up from the Internal Service Lines
Cohesive Helpdesk Team(s)
Develops a team framework for the Helpdesk environment.
Draws up job descriptions and person profiles for staff.
Manages the performance of the Helpdesk staff.
Monitors and ensures ongoing improvement in staff morale.
Ensures that staff receive adequate and appropriate training.
Functional Skills
Good understanding of the total BCX Retail business model.
In depth knowledge of the customer requirements.
In depth understanding of client SLA’s and how to implement and manage them.
Good understanding of general management practices.
Good understanding of the BCX Service lines.
Good understanding of Helpdesk trends and tools in the industry.
Retail and Point of Sale knowledge.
Good people management skills with the ability to guide and develop subordinates.
Strong ability to provide leadership and direction.
Good general management skills
Ability to provide strong thought leadership.
Advanced written and verbal communication skills are a must
Presentation Skills
Report writing
Articulate
Attention to detail
Customer Needs Analysis
Interpret and document solutions for customer needs
Critical analysis and evaluative decision making
Good skills for problem negotiation
Experience of working in a highly pressured environment
Conflict Management
Problem solving

**Budget Management Qualifications OR NQF 6**: 3 year Diploma/ National Diploma in IT/Business/Commerce OR NQF 4 (Grade 12) Experience Must be in current managerial position Relevant experience in Helpdesk management (e.g. Team Leader) In-depth understanding of the Helpdesk customer services model and of the customer’s business environment within the Fuel & Retail space. Min 3 years’ experience in the management of Finances (budget and cost), Resources and Operations. At least ITIL Foundation Certification. Management certification/diploma (e.g. TLE) Good understanding of the BCX Services in various retail verticals. Experience in the Forecourt support environment Certifications / Professional Registration None Special Requirements/ Employment Condition Willing to work long hours 24 Hours availability