Call Coordinator - Randburg at Altron Bytes Systems Integration

Job Description

We are looking for a Call coordinator will play a crucial role in ensuring that our Service Desk delivers services to our client, a leader in providing exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms according to Altron standards. The Co coordinator's primary responsibility will be to evaluate interactions between the Service Desk and clients, based on pre-selected criteria. The overall aim should be to help the business retain customers

Key responsibilities:

• To meet the monthly targets for evaluations per desk. Actively drive a reduction in failed QA results on an on-going basis
• Actively conduct QA activities that drive and support customer satisfaction across the service desk
• Analyse the reporting data to provide insight feedback and drive CSAT
• Submit weekly coaching requests consistently
• To host monthly TL and QA forums
• Alignment of scorecard criteria to business objectives
• Drive quality assurance activities that support knowledge or training outcomes across the service desk
• Drive QA activities directly related to Service, Process, Staff and Individual Improvement Plans
• Be actively involved in developing overall skills and knowledge
• Evaluating calls, critically assessing all correspondence on all communication channels in the company
• Adhering to high levels of quality standards and meeting QA targets
• Identify opportunities and make recommendations to add value to the quality assurance service provided
• Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls
• Contribute to team performance by attending and participating in collaboration sessions
• Meet department requirements by adhering to call monitoring process
• Improve quality of calls by providing recommendations
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with the team
• Analyse and understand client services to ensure QA and CSAT are aligned
• Recommendation of improvements and / or corrections to QA

Requirements for success in this position are:

• Minimum 5 years of relevant experience in ICT support/services
• Minimum 3 years’ experience servicing enterprise clients
• Minimum 2 years experience as a Call coordinator
• Minimum 3 years’ experience in customer service or call center experience

Education

• National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)