Contact Centre Team Lead - Centurion at Bidvest Facilities Management

MAIN OUTPUTS

Key Roles:

• Continuously monitoring of agent schedule and unscheduled breaks
• Continuously monitoring of SLA targets
• 1st line support on all escalations received from our clients.
• Core Competencies:

Monitoring of agent time management:

• Log in &log out times.
• Scheduled and unscheduled breaks
• To be able to effectively use the necessary systems to assess staff quality.
• 1st line support on all escalations received by our clients.
• Access issue
• No feedback from suppliers

Other

• Monitor and manage the updates on the hourly dashboard that is on the escalation group for the provision of the summary of site with outages.
• Real-time update of LVD report with reason.
• Real-Time update of generator report
• Generator size
• Type
• On hire date and time
• Off hire date and time

Managing of generators deployed to our sites:

• Change that ETA’s are supplied and updated.
• Escalate all non-feedback requests from the Supplier to the supplier management/escalation list.
• Escalate with Generator supplier of all connections not done within ETA given.

Conduct quality checks:

• Monitoring of all open tickets are correctly categorised.
• Monitoring of regular updates on all BLV and LVD tickets.
• Ensure client wallboards are up and running 24/7

Knowledge / Qualifications and experience

• Grade 12 with N6 and/or Trade Test Electrical.
• Excellent understanding of ATC processes and ATC system working. (2 years’ experience)
• Computer packages essential.
• Good listening, verbal and written communication essential.
• Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
• Excellent/Good knowledge on Bidvest Facilities Management products.
• Thorough knowledge on most Bidvest Facilities Management systems essential.
• Experience in management report writing essential.