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Team Leader

2 months ago

City of Tshwane Metropolitan Municipality, South Africa Herotel Full time

Applications are invited for the Team Leader – Field Operations position to be based in Tshwane.

PURPOSE OF THE ROLE:

The Field Operations Team Leader is responsible for managing all field services relating to CPE (Customer Premises Equipment) installations, customer technical support (Call Outs), and quality assurance.

Key Performance Areas would include, but are not limited to:

  • Daily monitor if targets are met and make team changes where necessary.
  • Manage and allocate resources effectively to meet customer service demands and ensure optimal performance.
  • Identify strengths and weaknesses of individuals and move teams around to optimize strong 2-man teams with broad knowledge and skill.
  • Ensure “Right first-time” activities, i.e., no repeat call-outs, failed truck rolls, etc.
  • Responsible to ensure all technical teams adhere to and implement HSE policies and practices to ensure zero HSE incidents is achieved.
  • Encourage teams to communicate and support each other – build team spirit.
  • Adhere to and reinforce company policies, procedures, and practices with employees.
  • Communicate expectations, roles and responsibilities to team members and supply employees with the resources required to perform their daily duties.
  • Responsible for stock control on vehicles and installation stock levels at local offices.
  • Responsible to ensuring vehicle and tool inspections are executed per agreed standards.
  • Responsible to investigating all Health & Safety, Vehicle and Tools incidents and to report on the disciplinary actions and procedures to be followed.
  • Responsible for accommodation arrangements of technical teams visiting different towns.
  • Ensure SNT is loaded, approved and paid for before technician teams leave for out-of-town installations.
  • Onboard new recruits effectively and efficiently.
  • Grow and develop team members and encourage team members to do training as and when required.
  • Assist and support ITSA and Scheduling Team Leaders in day-to-day operational challenges.
  • Review and approve leave, overtime and standby.
  • Lead L1 MOS meetings as directed by the relevant Functional Manager
  • Execute daily assigned activities to fulfil Operational plans.
  • Report daily on personal activity performance and participate in problem-solving triggers.
  • Actively discuss activity and process improvements in MOS meetings.
  • Uphold partnership agreements with customer and supplier teams.
  • Submit to team and business leadership by following Policies, SOPs and OPLs.
  • Coach, lead and guide team members and assist with decision-making.

Key Outputs:

  • Execute activities as planned with an urgency to exceed expectations.
  • Ensure that work quality is maintained at all times and in line with expectations.
  • Complete all administration required timely
  • Ensure all teams maintain, respect and care for all tools and equipment issued to them.
  • Maintain, respect and care for tools issued.
  • Ensure the business culture is practiced by the team.
  • Provide oversight of the team as directed by the Functional Manager and provide feedback.

The successful candidate must have the following experience/skills:

Experience:

  • Minimum of 2 years' work experience in a Field Services or District Office department.

Skills and competencies:

  • Ability to effectively communicate (verbal and written) and implement plans.
  • Able to operate as a functional SME.
  • Honesty.
  • Integrity.

Education Requirements:

Grade 12.

PLEASE NOTE:

  • Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
  • Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
  • Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.