Call Centre Coordinator at Anglo American

Job Description:

As our Call Centre Coordinatoryour responsibilities will include but are not limited to:

Performance and Delivery

Call Centre Coordination

• Attend to all incoming calls and verbal requests.
• Assist with calls unrelated to the Plant or notification process by redirecting or providing advice.
• Evaluate requests according to OM requirements and refer to the decision/risk matrix to prioritise urgent work.

Notification and Work Order Management

• Capture all notifications within the SAP PM platform.
• Assess the urgency of notifications using a risk matrix.
• Report urgent matters to the RRT Foreman and Shift Supervisor.
• Convert notifications into work orders upon approval from the RRT Foreman/Shift Supervisor.
• Release ad-hoc work notifications in SAP for approval or cancellation by the accountable FLM.
• Oversee the confirmation of all urgent work orders in SAP and ensure execution by Call Centre clerks.
• Print created urgent work orders.
• Create urgent 45-order numbers for contractors/technical personnel after hours and liaise with buyers to release orders.

Resource and Material Management

• Order and contact necessary resources specified by the Shift Supervisors/team members.
• Place reservations for materials when notifications are determined to be urgent.
• Create purchase requisitions and purchase orders for materials or parts from the store for artisans and standby personnel.
• Ensure continuous, transparent communication with Plant Engineering Maintenance, Operators, and Supply Chain stakeholders regarding material ordering and delivery.

Reporting and Documentation

• Capture information to generate informative reports on callouts and execute tasks.
• Generate and maintain all reports as established by your direct supervisor.
• Address escalation issues from the Call Centre related to risks in executing urgent work.
• Assist the Call Centre Clerk in ensuring mandatory information is captured on job cards before confirmation in SAP.

Safety and Housekeeping

• Adhere to all safety and health standards and continuously promote good housekeeping.
• Communicate lightning system deviations to sections and alert personnel of approaching or imminent storms via SMS and radio communications.

• Participate actively in safety initiatives, conduct SLAMs, HPHs, relevant Risk Assessments, and close out Safety Actions (where applicable).

Administrative Support

• Perform effective and efficient general office administration, such as diary management and order processing, to support team objectives.
• Order and process overtime meals as required by procedure.
• Adhere to all shift handover procedures.

Process Improvement and Coordination

• Devise better work practices with the relevant stakeholders (e.g., Coordinator Planner) through analysis and process improvement.
• Liaise with RRT Supervisors to ensure awareness of the impact of urgent work requests on plant operations.
• Identify the technical/operational expertise needed to complete work.
• Escalate to Shift Supervisor/Coordinator when required or if unsure.
• Prioritise urgent work requests in coordination with the Coordinator Planner, RRT Foreman, Control Room, and Shift Supervisor.
• Assist the Planner in Plant Operations and the Section Manager, Planning requests as per the Anglo American Operating Model (AAOM) and business requirements.

Standards and Compliance

• Ensure alignment and adherence to all business, OM, and Call Centre standards and procedures.

This role is in Processing (PRO) department on a band 8.7 level reporting to the Section Manager Planning.

Qualifications:

• Grade 12 Certificate / N3 Technical
• NQF4 Related Engineering
• SA Drivers Licence

Technical Knowledge

• 3-5 years of relevant call centre/clerical experience in a mining environment.
• Knowledge of MS Office Suite and relevant SAP experience.
• Understand the Urgent Work Matrix.
• Knowledge of equipment components and functionality.
• Understand the Call Centre Functioning, RRT Teams functioning, supply Chain systems, and procedures.
• Awareness of company policies and procedures.
• Knowledge of emergency procedures.
• Awareness of Safety standards.
• Understand how working shifts impact various aspects of life, including physical and emotional well-being.

Closing Date:

• 16 November, 2025