Senior Operations Specialist (DStv Internet) at MultiChoice

Key Performance Objectives

Tasks

Process Improvement & Operational Support 

• Analyze existing Internet operational processes to identify gaps, inefficiencies or bottlenecks.
• Develop and implement process improvements to enhance productivity and reduce costs.
• Collaborate with cross-functional teams to ensure smooth integration of new processes.
• Monitor the impact of process changes and adjust as necessary.
• Provide guidance and support for Customer Operations and well as other support teams within the organization.
• Assist in resolving complex operational issues that arise in day-to-day activities.
• Act as a liaison between operations and other departments to facilitate effective communication and collaboration.
• Support the implementation of new technologies or systems that enhance operational capabilities.

Eliminating & Preventing Disruptions

• Perform trend analysis to identify systemic issues experienced by customers.
• Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support.
• Develop proposals for fixing items escalated. 
• Analyze escalations to Product support team to predict larger potential problems.
• Work with EBS, Finance, BT etc. to prevent larger scale problems from occurring.

Performance Monitoring and Reporting

• Develop and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
• Prepare regular reports on operational performance, highlighting areas of success and those needing improvement.
• Use data analytics to identify trends, patterns, and insights that can drive strategic decision-making.
• Present findings and recommendations to senior management in a clear and actionable manner.

Quality Assurance/ Training and Compliance

• Ensure that internet operations comply with relevant regulations, standards, and company policies.
• Implement and maintain quality assurance processes to guarantee high standards of service delivery.
• Conduct regular audits to verify compliance and identify areas for improvement.
• Work with the training team to develop training programs to ensure that staff are equipped to support customers on internet related items.

Qualifications

• A bachelor’s degree in any service related qualification
• A Post Graduate qualification will be advantageous

Experience 

• A minimum of 5 - 8 years’ work experience, in a technology; telecommunications-related environment
• Familiarity with various internet service providers, technologies, and equipment.
• Experience diagnosing and resolving complex technical issues.
• Strong understanding of internet protocols (TCP/IP, HTTP, DNS) and networking concepts.
• Ability to manage technical projects and coordinate with cross-functional teams