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IT Call Centre Manager

Job Ref
277968
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 15 Feb 2018
Expiry Date 1 Apr 2018
* There have been 28 applications to this job.
* This job has been viewed 2031 times.
Employer:
Datacentrix

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
Datacentrix is an integrated,service-orientated ICT systems provider that operates across the entire information value chain. Thecompany is currently looking for a IT Call Centre Manager and this comes with a lot of pressure attimes
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Description of Role The IT Call Centre Manager is responsible for thedaily running and management of the Service Desk Team through the effective use ofresources from the point where the call is logged through to the resolution and then the closure ofthe call.
The Incident Manager is responsible for taking overall ownership of the performanceand ongoing development of the Incident Management functions, ensuring delivery of contractualobligations and enforcing service delivery according to defined processes and procedures as well asadherence to Datacentrix and customer aligned business policies.   
Definition of Responsibilities
Understanding ofservice management disciplines and the required deliverables.

Ensure quality andprofitable services are provided by the Service Desk in accordance with the Service Catalogue andagreed SLA’s and OLA’s

To ensure that systems, processes andmethodologies as specified are followed to ensure effective monitoring, control and support ofservice delivery

To ensure that staff are managed effectively and comply tostanding processes and procedures and based on these produce output in accordance to their definedKPI’s

Provide an escalation point for critical support issues

To ensure that regular PRO-ACTIVE measures are put into place daily/weekly/monthly to reducepotential user complaint areas

Oversees day to day Service Delivery

Management reports to be compiled on a daily/ weekly/ monthly basis

Enforcingcontractual obligations

Manage incident life cycles from start tocompletion 

Manage the data integrity of the call system

Allocate work and staff to specific job roles and outcomes

Appraise staffperformance every 6 months

Defining staff objectives against KPI’s

Responsible for the provision of guidance to operational staff in the creation of workprocesses and procedure writing

Maximising team productivity

Ensuring service delivery to the business through monitoring of SLAs

Managingand guiding staff to enable optimal service delivery

Management of escalatedincidents and communication with related teams, business and external vendors

Astrong commitment towards professional service delivery

The ability to work in ahigh-pressure environment

Excellent presentation skills and the ability tocommunicate effectively at all business levels

Experience in mentoring andcoaching individuals

The ability to measure quality of calls logged (voice andincidents)

Good planning and time management skills

Good problemsolving skills and strong attention to detail

Creates awareness of the company'sstrategic objectives and their alignment to the department and objectives

Ensuresconsistent compliance to company policies and procedures, corporate governance and relevantlegislation

Ensures appointments are in line with EE targets / strategy

Develops and empowers people, recognizing and rewarding value-added performance

Identify, manage and develop talent



Report to customers andmanagement on outputs and trend analysis.

Key Skills /Competencies
Ability to build relationships with client representatives,service providers and other areas within Service Management.

Must have at least 5years call centre or applicable service delivery experience

Proven experience inmanaging a high call volume Service Desk

Demonstrable experience of working in anIT Service management capacity

Proven people management skills

Experience in managing and leading a diverse Service Desk team

Excellentcommunication skills at all levels – verbal and written

Proven ability towork independently and as a team member

Ability to be flexible and workanalytically in a problem-solving environment

Excellent Interpersonal Skills

Strong supervisory, coaching and project management skills

Mustdisplay professionalism, confidence, accuracy and efficiency

Excellent customerservice skills

Strong analytical, organizational, multi-tasking, andtime-management skills

Excellent negotiation, influence, mediation and conflictresolution skills

Excellent business acumen and industry acumen

Proven track record in managing defined SLA’s and OLA’s

SoundMicrosoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)


Key Interpersonal skills
Teamwork

Responsible

Friendly

Loyal

Honest

Committed

Motivated

Self-Confident




 
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