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Operations Manager Customer First Centre

Job Ref
282223
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added 21 Aug 2019
Expiry Date 18 Sep 2019
* There have been 2 applications to this job.
* This job has been viewed 514 times.
Employer:
BCX 1

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
To supervise the Customer First Centre (CFC) operations to enhance service excellence towards customers, in accordance with contractual obligations as per the service level agreements
- - - - - - - - - - - - - -
Key Deliverables / Primary Functions
• Coordinate the delegation of duties and tasks to service representatives and operational specialists and monitor the supervision of inbound, outbound and remote telephonic communication with client base.
• Create standards of work and monitor achievement of team members’ targets and review completed tasks to ensure compliance with service level agreements.
• Address areas of performance to maximise efficiencies.
• Provide solutions to escalated queries.
• Ensure that regular training sessions are arranged to transfer skills to team members.
• Identify and make recommendations on the mitigation of operational risks.
• Keep abreast of constantly evolving trends in the information technology industry.
• Liaise with other BCX Divisions to achieve departmental goals, and maintain relationships with customers and vendors.
• Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.

Service Centre Management; Risk Management; Relationship Management; Customer Focussed; SLA Management.

Competencies
Directing People; Developing Expertise; Empowering Individuals; Following Procedures; Interacting with People; Making Decisions, Managing Tasks; Meeting Time Scales; Producing Output; Taking Action; Team Working; Upholding Standards.

Qualifications
Relevant Diploma (NQF 6) in Information Technology or related
Alternatively, Grade 12 with relevant IT Certification

Experience
3 years’ experience in service centre management.
Alternatively, 5+ years’ experience in service centre management.



 
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