County Lead - Centurion at Bidvest Facilities Management

ROLE PURPOSE

• To manage day-to-day service operations, escalations, service levels, service quality, and acting when necessary to ensure the operation runs effective and efficient.

MAIN OUTPUTS

SLA and Operations management

• Oversee SLA and day-to-day escalations and ensuring that targets are met as per the Vodacom FFO contract.
• Drive VTTR with Dispatch Agents and Operational team to ensure 95% SLA achievement.
• Responsible for ensuring MTTD is achieved by the Technical Dispatchers and take the necessary action
• Prioritise work according to urgency, impact and importance and inform Management on deviations.
  • Monitor Siemens Hi-Path – Call Centre platform
  • Incoming queues - Mails & Calls must be attended to timeously.
  • Agent handling times (if an agent is busy for more than 10 min on mail, pls investigate)
  • Monitor WFM lobbies and workload across the Dispatch Platform. i.e., Technical Dispatchers and Generator deployers.
  • Ensure that task/requests are acted on timeously by the Technical Dispatcher and Generator Dispatchers.
  • Ensure that Technical Dispatchers schedule FT’s to attend to faults in WFM in accordance with their current geographical locations.
  • Ensure that Generator Dispatcher acknowledge generator deployment requests timeously and schedule FT’s within WFM in accordance with their current geographical locations.
  • Deal with escalations from the Technical Dispatchers or Generator Dispatchers.
  • Ensure that all tasks/requests assigned to BFM Dispatch are updated frequently by the Technical Dispatcher end to end.
  • Anticipate possible escalations, act, and track till closure.
• Ensure that periodic follow ups are made with the Teams regarding any outstanding queries and open tickets.
• Ensure that target(s) are achieved on a daily, weekly, and monthly basis to meet set SLA target(s)
• Create and submit Incident Reports to management and/or the client when requested.

 Process and Quality Assurance management

• Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client.
• Evaluate current processes and suggest changes/improvements where possible
• Rolling out of all new processes
• Process enforcer within the teams.
• Ensure that the TD's and GD’s are diligently updating WFM.
• Monitor timeous update and correctness of live tracker.
• Analyse and report on routine and ad hoc investigations.

 Workforce and People management

• Assist agents with general staff queries
• Escalate to line manager any issues that may occur that are out of your control.
• Monitor shift schedule adherence and take necessary disciplinary action.
• Identifying skill requirements of staff and ensure development for optimum performance
• Conduct weekly meetings with team and report back to management on the outcome of critical topics.

 Technology and Data Integrity management

• Monitoring and reporting of any system problems with IT.
• Periodically monitor U2020 and Fetch to report on Out of Service Sites
• Periodically monitor IoT Commander and escalate mobile generator fuel levels to Generator Dispatcher.
• Periodically monitor GERM and escalate static generator fuel levels to Generator Dispatcher.
• Report generator management system issues to Generator SPOC.

 Contract and Customer management

• Conduct and direct Daily Handover meetings
• Report weekly/monthly on utilization and performance.
• Prepare and conduct Daily Scrum meetings as support to operations
• Manage the escalation process on major incidents
  • 1st line for all incoming escalations on contract
  • Liaise with the Field force and Technical Dispatcher to ensure escalations are given priority and resolved within reasonable timelines best suited to the customer contract.
  • Create and submit Incident Reports to management for major and minor faults as and when the customer requests it.

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:

• Matric
• Technical diploma N6
• 2 - 5 years’ experience in a technical environment
• Team Leader or Supervisory experience advantageous
• Must be able to work outside of their normal working hours when and if the need arises.
• Must possess the ability to multitask with various, and sometimes conflicting events that occur at the same time.
• Ability to work under stress in a high paced environment.
• Ability to relay information to Management or Field Force in a fast-paced environment.
• MS Office
• Knowledge/experience with Dispatch Centre\Contact Centre equipment and software programs
• Knowledge of performance evaluation and customer service metrics
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Experience in management report writing advantageous