Ops Manager: Call Desk - Centurion at BCX

Core Description

• Responsible for managing all staff members within the desk to ensure that the provision of a high level of service is upheld in order to ensuring that optimum relations are maintained.

Key Deliverables / Primary Functions
Technical  desk Management 

• Attendance of daily open call meeting/1st line calls in progress 
• Ensure that rosters are updated and staff disciplines are adhered to and monitored accordingly  
• Ensuring that telephones are answered promptly, and customers calls are logged and prioritised as requested 
• Ensure that all necessary call logs and reports are completed and submitted  
• Check that information is accurately captured and logged for all calls and that the relevant customer information is correct per the contractual obligations  
• Update the call centre manual and quick reference regularly, including SOPS/RFM/SMS/Gum etc 
• Manage all queries, i.e. non-maintenance calls, OSLA, cancelled calls, reports and open calls are accurately and timeously handled  
• Ensure that the Support teams are activated when a staff member is not capable of closing a call  
• Ensure that concerns arising from the previous day are raised with the relevant managers by 8am each morning  
• Ensure that the staff tracking board is updated on a bi-hourly basis for any individual to be able to track the productivity of all 1st line staff  
• The incumbent is to ensure that they adhere to all company policies and procedures at all times.  

Reports 

• Report on trends in customer calls and that customers receive their relevant weekly reports as required 
• Ensure that all weekly / daily and monthly management reports are submitted.  

People Management  

• Ensure that staff productivity levels are monitored and maintained throughout all departments within the branches under your authority  
• Ensure that quality standards are adhered to  
• Plan the utilization of resources in Department efficiently  
• Manage leave efficiently in line with Business Operations and Leave compliance.
• Manage staff issues such as disciplinary action, resignations, retrenchments, disability etc. as per Company policy  
• Measure and record individual performance as per agreed objectives and performance standards monthly  
• Ensure that the relevant training of all personnel is carried out, and that the required grading, skill levels and certification is achieved  
• Succession Planning with key staff members  
• Interview and appoint potential candidates for employment when necessary and submit the paperwork to HR  
• Staff motivation & staff retention to be monitored and addressed constantly  
• Maintain and develop sound employee relationships  
• Ensure that staff training takes place as required  

Core Functional Skills & Knowledge

• Business intelligence
• People Management
• Computer Applications
• Testing
• Desktop Support
• Hardware/Software Installation and management, troubleshooting and problem resolution. Documentation/Technical Authoring. Service Orientated
• Development Methodologies & Frameworks
• ICT IT Technologies
• IT Infrastructure Technology; Customer Focus; Communication; Time Management; Troubleshooting Techniques.
• IT Service Management
• Operating systems installation, customisation, investigation and troubleshooting
• IT Processes & Procedures

Core Behavioural Competencies

• Job Match
• Developing and implementing account plan or strategy
• Meeting customer expectations
• People / Team Leadership
• Decision Making
• Communication and Impact

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
• OR NQF 4: Grade 12
• Additional Qualification preferred or advantage

Experience

• 3 years’ experience

OR

• Grade 12 & 5 years’ experience