Ops Manager: CFC - Centurion at BCX

Core Description

• Responsible to supervise the Customer First Centre (CFC) IT Service Desk operations daily to enhance service excellence towards customers, in accordance with contractual obligations as per operational and service level agreements which includes but not limited to Resource planning, People management, Performance management, handling escalations, handling disciplinary issues.

Key Deliverables / Primary Functions

• Coordinate the delegation of duties and tasks to service representatives and operational specialists and monitor the supervision of inbound, outbound and remote telephonic communication with client base.  
• Manage time management of operational staff. 
• Ensure leave balances of operational staff are well managed and kept on low levels in balance with meeting customer contractual obligations. 
• Create standards of work and monitor achievement of team members’ targets and review completed tasks to ensure compliance with service level agreements.  
• Address areas of performance / productivity to maximise efficiencies.  
• Provide or find solutions to escalated queries.  
• Ensure continuous improvement on daily operations are identified and implemented. 
• Ensure that regular training sessions are arranged to transfer skills to team members.  
• Identify and make recommendations on the mitigation of operational risks.  
• Keep abreast of constantly evolving trends in the information technology industry.  
• Liaise with other BCX Divisions to achieve departmental goals and maintain relationships with customers and vendors.  
• Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.  

Core Functional Skills & Knowledge

• Customer Experience Management
• Risk Management
• Service Management
• Leading Teams / Team Leadership

Core Behavioural Competencies

• Job Match
• Culture Match
• Deciding & Initiating Action
• Delivering Results & Meeting customer expectations
• Following instructions & procedures
• Leading and supervising
• Working with people

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 3 years’ experience in service centre management.

OR

• Grade 12 & 5 years’ experience in service centre management.

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required