Call Centre & Systems Supervisor - Pretoria at Broll

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assist Internal Clients (business) and Suppliers:

• Provide training to clients and suppliers on systems rolled out to this client account.
• Provide first-line assistance to internal Clients (business) with Archibus or any other system that is used on the client account, related queries
• Assist with asset-related queries, if detecting or informed of such discrepancies (provided Broll is responsible for the continuous management of client asset information)
• Receive and communicate any system-related problems
• Assists the Systems Project Manager in executing projects
• Provide quality control assistance to the operations team by following the collaboration process.
• Updating missing information following the process linked to the data update request.
• Identifying and addressing problems and risks
• Quality Measures to determine if customer requirements are met: Evaluation of client feedback information; Comparison of specific outputs to total outputs; Inputs gathered compared and must be concerning the required outputs. Broll expectation: Timeliness, accuracy, meeting regulatory requirements, courtesy, meeting customer needs - through internal and external feedback
• Conduct root cause analyses to identify performance gaps and opportunities

2. Assumes responsibility for ensuring that the quality of service provided is of a high standard

• This is an operational execution role. Ensuring that the FM Department’s strategy influencing the call centre and data administration is implemented and optimally functioning.
• Managing the on-site Call Centre Agents and their deliverables
• Responsible for the implementation of effective and efficient business processes.
• Selecting data to perform quality assurance from the telephone system / CAFM Systems and mailboxes
• Recording and reporting on customer satisfaction.
• Moderating the quality of the data by using a predetermined checklist
• Noting down recommendations and scoring
• Setting up weekly meetings to go through the data per agent
• Setting up of training sessions after completion of coaching sessions
• Identify and escalate priority issues.
• Document all call information according to standard operating procedures.
• Custodian of best practices
• Implementing and controlling shift schedules and workforce management requirements.
• Identifying shift process problems and taking appropriate corrective actions
• Re-allocating resources to specific process duties based on business needs and or individual strengths and weaknesses.
• Resolving customer complaints on referral from the floor and initiating corrective actions.
• Continuously re-assessing the process for possible bottlenecks and implementing corrective measures
• Ensuring the continued availability
• Ensure excellent external and internal customer interaction.
• Monitoring escalated customer complaints/disputes and ensuring follow-up and closure.
• Ensuring all relevant information on customer interaction is correctly captured on the system

3. Assume responsibility to create and/or maintain client data in Concept Evolution and any other systems that Broll requires such as Broll Vantage, Archibus and Related Applications:

• Schedule PPM’s as per the signed-off PPM request workbook
• Maintain the PPM scheduler in the site-specific System based on information from the ‘Lines of Responsibility and PPM information (frequency, Supplier, etc.) received from the FM Lead Managers on-site.
• Manage the release, suspension, and changes in PPMs
• Support and assist the operational hub and the Technical/Building/Operational Managers with follow-ups on PPM WI’s

4. Monitor logged calls and resolve any Systems and Asset Data related issues:

• Monitor and ensure that calls on Archibus are logged correctly
• Evaluation of Asset Management Strategy development, compared to the Broll service blueprint - Broll expectation: Timeliness, accuracy, meeting regulatory requirements, courtesy, meeting customer needs - through internal and external feedback - Comparison of specific outputs to total outputs, as well as evaluation of client feedback information
• Monitor open PPMs and ensure these calls are updated and timeously closed
• Resolve any faults or issues or communicate them to the respective Line of Authority for corrective action
• Perform regular quality checks of information captured
• Assist with driving calls to closure within the agreed SLA time frames from the client.

5. Assume responsibility to establish and maintain effective working relationships with area staff, other departments and management:

• Track and record the resolution of problems for future reference, training and reporting
• Cooperate in a team environment to promote strong customer assistance and learning
• Work with different departments to assist in providing technical solutions as needed
• Keep management well informed of area activities and any significant problems
• Attend meetings as required

6. Assume responsibility for Reporting:

• Receive reporting requests
• Development of BI Reports and or dashboards as required by clients
• Compile/update/format applicable ad-hoc reports as per request from Broll and the client

EDUCATION/CERTIFICATION:

• Matric
• Call Centre Certificate / Proven track record of Team Management
• SQL Query Writing pre-requisite
• Microsoft Power BI – pre-requisite
• Archibus

REQUIRED KNOWLEDGE:

• 3 Year Call Centre Experience (Inbound & Outbound)
• Sound Experience in FM Systems (Archibus pre-requisite)
• Team Management
• Excellent Understanding of Database Structures.
• Knowledge of program applications.
• Excellent MS Power BI skills.
• MS Office with excellent Microsoft Excel abilities.
• Excellent knowledge of Archibus – CAFM system