Call Centre Coordinator at Anglo American

Job Description:

As our Call Centre Coordinator Operations of your responsibilities will include but not limited to:

• Attend to all incoming calls and all verbal request
• Will capture all notification within the SAP PM platform.
• Once the notification has been captured, the Call Centre Coordinator will assess whether the notification is of an urgent nature using risk matrix.
• Should the work request be of an urgent nature, the Call Centre Coordinator will report all urgent matters to the RRT Foreman and Shift Supervisor.
• Convert notification in SAP PM to a work order on approval of RRT Foreman/Shift Supervisor.
• Capture information to generate informative reports on callouts and execute tasks.
• Order/contact necessary resources specified by the Shift Supervisors/team members.
• Print created urgent work orders
• Should the notification be deemed as adhoc work, the Call Centre will release the notification in SAP where it will await approval/cancellation by the accountable FLM.
• Oversee confirmation of all urgent work orders in SAP, once the work is complete it will be executed by the Call Centres clerks.
• Will place reservations for materials, when notification is determined to be urgent.
• Create purchase requisitions and or purchase orders for materials or parts from the store for the artisan on shift as well as the standby personnel- if required.
• Adhere to adhoc requests from your direct Supervisor as well as the Shift Coordinator when deemed necessary.
• Generating and maintaining any and all reports within your area of responsibility established by your direct supervisor.
• Adherence to all safety and health standards and promote good housekeeping on an ongoing basis
• Perform effective and efficient general office administration such as diary management and order processing thus contributing to the achievement of the team objectives.
• Active participation to safety initiatives.
• Order and process overtime meals, as and when required as per procedure.
• Events and activities are punctually reported and logged during shift operation.
• Assist with all incoming calls that do not pertain to the Plant or notification process by either re-directing the call to the appropriate place or by giving advice that may be gathered from someone else on shift.
• Adhere to all shift hand-over procedures.
• Evaluate requests according to OM requirements.
• Refer to decision/risk matrix and prioritise urgent work.
• Identify the type of technical/operational expertise needed to complete the work.
• Escalate to Shift Supervisor/Shift Co-ordinator when required/unsure.
• Ensure work requests are logged on the system as per OM requirements.
• Prioritisation of urgent work, should there be numerous urgent work requests at any given time, must be done in unison with the Shift Co-ordinator, RRT Foreman, Engineering Call Centre Co-ordinator, applicable Control room and the Shift Supervisor.
• Devise better work practices with the Shift Coordinator and Engineering Call Centre Co-ordinator by practicing analyse and improve processes.
• Address any and all escalation issues received form the Call Centre with regards to risks pertaining to the execution of urgent work that has been issued within the shift.
• Liaise with RRT Supervisors to ensure they are always aware of the potential impact of the urgent work request on the total functioning of the plant.
• Create urgent 45-order numbers for contractors/ Technical Personnel after hours. The Call Centre Coordinator need to liaise with the buyers after hours and release orders.
• Assist the Call Centre Clerk when requested to do so with ensuring that the mandatory information is captured on the job cards before it’s being confirmed or partially confirmed in SAP.
• • Assist with specialist Planner Plant Operations and Section Manager Discipline Planning requests in line with OM and business and Business requirements.
• Ensure continuous open and clear communication to and from all Plant Maintenance and Operators as well as Supply chain stake holders with regards to material ordering and delivery.
• Information received from the Call Centre with regards to lightning system deviations are to be communicated to the sections to stand down when a storm of certain magnitude is too close. The Call Centre Coordinator must send out the SMS’s through the system and call 2222 (radio communications) to alert all personnel on shift of approaching or eminent storms or when it is safe to work again.
• Ensure that you are fully aligned and adhere to all business, OM and Call Centre Standards and procedures at all times.

This role is in Operations (OPS) department on a band 8 level reporting to the Section Manager Discipline Planning.

Qualifications:

• Grade 12 Certificate / N3 Technical
• SA Drivers Licence

Technical Knowledge

• 2 – 3 Years’ experience within a plant operational environment.
• MS Office Suite, relevant SAP experience.
• Understand the Urgent Work Matrix.
• Equipment components and functionality.
• Need to understand Call Centre Functioning, RRT Teams functioning and supply Chain systems and procedures.
• Company policies and procedures.