Operations Administrator at Ignition Group

KEY ROLES AND RESPONSIBILITIES 

Service Delivery Administration and Monitoring

• Administer, Monitor, Support, and Analyse uConnects Mobile Network Service delivery related to: -
• Sim Card Collection, Delivery and Stock
• Sim Card Activation, Swaps and Terminations
• Real-Time product / benefit purchases, Redemptions and Recharges
• uConnect’s Customer Facing and Retail Agents App performance and service delivery
• Recurring and Monthly Subscription Collections and service redemptions
• Third Party (Tenant) configuration, Service Delivery.
• Administer and Monitor Service Delivery Levels/SLA and operational relationships with 3rd Party Partners and Providers.
• Review Service Delivery Administration and Maintenance service delivery processes with the view to improving End User Experience and service delivery Turnaround times.
• Ensure efficient and effective processes are in place to support the business with respect to mobile Service Delivery through the use of dashboards and DDAs.
• Test Changes to Service Delivery Processes and update process documents accordingly.
• Deliver first-time-right service excellence

Stock Management

• Administer, Monitor, and Maintain stock levels related to Mobile products and services (SIM, Welcome Packs (F2F and PARGO) and Vouchers (Retail and Airtime)).
• Administer and Monitor Premium Collections and recharges on the back of successful or unsuccessful premium collections.

Customer Support and Experience

• Ensure Customer Experience Agents are skilled in supporting customers with respect to Mobile Service Delivery and support.
• Cross-skill, support, and work as a team to Deliver an Unforgettable experience to every client and partner.
• Support and offer 3rd line support to the inbound team.

Subscriber Management

• Administer and Maintain Subscriber statuses as defined by the business requirements related to Terminations, Activations, Collection, Delivery, and Recharges.

Digital Service Delivery

• Administer and maintain App, Web (Digital), and USSD service Delivery.
• UAT testing on the App and SmartConnect.

Fraud Risk Management

• Administrate, maintain, and monitor purchases to manage fraud risk.

Ad-hoc Functions and Reporting

• Perform ad-hoc functions as instructed by management.
• Ad-hoc reporting when required.

Purchases and Recharges

• Monitor and Manage all Customer purchases and service / Benefit / Deal Redemptions and recharges.
• Track and Report on service Delivery Impacts, identify root causes and drive permanent Resolution.

Requirements

• National Senior Certificate or NQF 4 equivalent
• Technical qualification, A+, N+, MCSE
• ITIL Foundation Certified (preferred)

Experience:

• Minimum 3 years relevant experience in a similar role
• Experience with diagnostic and troubleshooting, including use of remote-control tools to support remote users.
• Experience in a service management and operations role and service desk environment.
• Experience working with help desk/ticketing software.