Main Purpose of the Job:

To assist the onsite Operations Manager with the service delivery requirements as per the SLA

Manage all remedy cases

Support / Customer relationship as part of current SLA

Change Control

Assist with Time sheets / overtime / Standby

Reporting of Remedy and SLA

Main Responsibilities / Tasks:

Remedy call logging, escalation and reporting

Customer service delivery

Support of Customer relationship as part of current SLA

Root cause reporting

Knowledge, skills, abilities and personal characteristics:

Excellent communication skills both verbal and written

Business writing skills & ability to articulate complicated concepts in an easy-to-consume manner

Excellent interpersonal skills & must be comfortable working as part of a team

Independent yet able to work with people from different cultural backgrounds

Self motivated

Structured and disciplined

Ability to act as a business mentor for other members of the team

Reliable and trustworthy

Passionate about personal growth



Job Requirements

Formal Qualifications Required:

Matric - Essential

ITIL experience - Essential

ITIL Certification - Desirable

Job Related Experience Required:

Contact Center Operational Management Experience - 2 Years - Essential

Corporate Business Operational Management - 2 Years - Essential

Change Management - 2 Years - Essential

Incident and Problem Management - 2 Years - Essential

Technical understanding of Contact Center - 2 Years - Essential

Job Related Knowledge Required:

Operational Management - Desirable

Service Delivery Management- Essential

People Management- Essential

Job Related Skills Required:

Excellent communication skills & both verbal and written - Essential

Excellent interpersonal skills & must be comfortable working as part of a team – Essential

Independent yet able to work with people from different cultural backgrounds - Essential

Self-motivated - Essential

Structured and disciplined - Essential

Reliable and trustworthy - Essential

Passionate about personal growth - Essential



Competencies:

Adaptability

Delegating Responsibility

Tenacity

Building Customer Loyalty

Developing Others

Time Management

Building a successful team

Follow up

Building strategic working relationships

Initiative

Coaching

Innovation

Commun ication

Managing Conflict

Continuous Learning

Negotiation

Contributing to team success

Planning and Organising

Customer Focus

Quality Orientation

Decision Making

Stress Tolerance