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  • Posted: Nov 27, 2019
    Deadline: Not specified
  • MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
    Read more about this company

    Customer Journey Monitors

    • Customer Care Division
    • Customer Care Management
    • Customer Care Impact Manager
    • MultiChoice South Africa business units (ITD, BTD, Marketing, DDM etc.)
    • Workforce Planning Manager
    • Head of Contact Centres
    • Head of Service Centres
    • Head of Operational Support
    • Managers of contact Centres
    • Managers of Walk-in Centres and agencies
    • Team Leaders of contact centres and walk-in centres
    • Workforce planners
    • Marketing
    • Finance
    • EBS and BTD
    • HR


    • 3rd Party Vendors

    Purpose of the Position

    • To manage resources and variances to plan through the application of real time monitoring of customer behaviour, customer sentiment, systems performance and resource alignment.

    Key Performance Objectives

    • Monitor all aspects of the customer journey: identify issues Log incidents – resolution and escalations within SLA’s
    • Monitor incident SLA’s
    • Effectively allocate resources using multiskilling, profile changes and optimising of exceptions
    • Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
    • Suggest corrective actions to mitigate any observed risks


    • Provide real-time support on Business accepted communication mediums
    • Provide timeous feedback to stakeholders
    • Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
    • Formulate and communicate the plan for the day to all stakeholders
    • Daily reporting performance against plan with explanation of all variances
    • Escalation and communication of any incidents and key customer insights that originate from any customer care touchpoint
    • Effectively feedback any workforce optimisation suggestions based on real time observations on the floor
    • Track agent adherence and service level performance

    Customer Satisfaction

    • Coordinate and implement crisis and problem management processes and procedures for Customer Group
    • Co-ordinate, escalate, track and resolve problems and incidents with stakeholders which occur on all systems and applications and functionality used within Customer Group
    • Monitor dashboards to proactively support Customer Care operations to enhance Customer Experience
    • Test, validate and release Customer Communication on various platforms
    • Coordinate User access
    • Provide input to daily operational performance meetings relating specifically to customer experience and customer care performance
    • Ensure customer insights are communicated to customer Group and related stakeholders
    • Analyse available data points in real time to proactively identify customer needs and incidents
    • Mobilise relevant recovery teams to minimize turnaround time of incidents impacting on the customer
    • Proactively coordinate customer demand through the use of social media and IVR messaging
    • Provide insights to improve customer experience in the longer term based on insights gathered through monitoring

    Qualifications Essential

    • Diploma in Statistics and Applied Mathematics


    • 3 – 5 years’ Call centre / Service Desk Analyst experience
    • 2.5 years of Clarity & ICC systems knowledge as well as an in depth understanding of associated Business Rules included in the above
    • Process Driven
    • Deadline Driven
    • Achievement Orientated
    • Process and system driven

    Technical Competencies

    • Negotiation skills
    • Analytical and Problem solving capabilities
    • Relationship building
    • Planning and Coordination
    • Decision-making skills
    • Conflict Management
    • Operational Delivery     
    • Quality focused

    Behavioral Competencies

    • Accountability
    • Teamwork
    • Delegation
    • Interpersonal Support
    • Perseverance
    • Motivating
    • Prioritisation
    • Analytical Thinking

    Method of Application

    Interested and qualified? Go to MultiChoice on to apply
  • Send your application

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