Service Delivery Retail Team Lead - Sandton at Blue Label Telecoms

JOB PURPOSE

Lead, guide and coach team members to execute tasks to achieve set objectives. Responsible to provide first tier technical support to customers. To support business units and customers by providing technical assistance that will enhance the user experience and thus allowing for the business to deliver better service to the customer. 

RESPONSIBILITIES

Team Management

• Manage and lead the team to achieve individual, departmental and organizational goals
• Communicating goals to the team and showing how individual tasks and responsibilities fit into departmental and organisational goals
• Organize work to ensure that team members know what is expected of them and assigning tasks
• Allocating and managing resources
• Delegating tasks
• Leading by example
• Problem solving
• Ensuring team members are trained
• Encourage collaboration of team members with business, customers, support teams, POS Partners and other stakeholders

Technical Support

• Responsible for responding to, documenting, and resolving service tickets promptly according to SLA
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate within the appropriate technology structure
• Responsible as the key SME (subject matter expert) for all requests from Business partners and customers on technical support
• Provides consultation and support; communicates effectively to convey complex technical information
• Prioritizes and appropriately escalates issues to assure timely problem resolution
• Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures
• Suggests, tests, implements, and evaluates solutions
• Coordinates and interacts with other technology teams and functions as a liaison between the service delivery team, business partners and customers to communicate end-user requirements and ensure effective solutions are implemented
• Coordinates implementation, installation, and training
• Analyses and resolves software and Hardware issues
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends and recommends solutions and resources
• Actively participates in departmental, operations, and technical meetings to discuss and resolve user issues and implement new projects

Customer Service

• Coordinates contact with Business Partners as needed to assist with support activities
• Establish and maintain a positive professional relationship with Business Partners and customers
• Maintain regular and timely communications with Business Partners and customers
• Maintain strong working relationship with customers and Business Partners
• Work with customers and Business Partners to execute consistent service processes throughout the organization
• Establish a single point of contact for issue resolution and change management
• Drive customer centricity

Work Collaboratively

• Build a culture of integrity, respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions.
• Demonstrate ability to work in teams
• Demonstrate ability to communicate at all levels

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal processes
• Plan and prioritize, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational requirements.
• Demonstrate attention to detail
• Demonstrate good organizational skills, planning, prioritizing and execution
• Demonstrate good time management, essential for good self-management
• Demonstrate good goal setting skills in maintaining productivity
• Demonstrate good self-motivation to ensure progress on projects and activities

Requirements:

BEHAVIOURAL COMPETENCIES

• Assertive
• Analytical
• Flexible
• Energy       
• Passion
• Confidence 
• Respect for others
• Honest and Fair
• Positive Attitude     
• Courage    
• Tenacity     
• Achieves Results
• Entrepreneurial Orientation
• Tech Savvy
• Attention to detail
• Customer focused

EDUCATION

• Matric
• Tertiary qualification in Information Technology

EXPERIENCE

• Minimum 3+ years of related experience in service management preferred
• Strong Microsoft Office productivity tools knowledge (Excel, Word, PowerPoint, Outlook)
• Atlassian and Jira knowledge (advantageous)
• Experience with service desk solutions
• Prior experience working at a technical service desk
• Report building and management skills
• Exceptional communication and organizational skills
• Ability to manage multiple issues in a fast-paced, deadline-driven environment