Specialist Product Support at MultiChoice

Key Performance Objectives

Operational

• Manage manual processes, require to improve customer experience
• Work on all escalated first line analysis and support using backend systems (TVOD, Connect Support Tool, ICC, etc).
• Log incidents – resolution and escalations within SLA’s
• Monitor incident SLA’s
• Action all calls logged to dedicated queues on HPSM within 1hr i.e. GM, Self Service, WIC’s National, Box Office, etc.& provide feedback to escalators.
• Track business system changes through Change Management Process
• Optimise the daily plan based on call arrivals, incident and impacts
• Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
• Suggest corrective actions to mitigate any observed risks

Product Support Desk Coordination

• Process calls in the Product Support Desk queues
• Coordinate calls in the Business Service Desk Feedback queue

Communication

• Provide real-time support on Business accepted communication mediums
• Provide timeous feedback to stakeholders
• Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
• Escalation and communication of any incidents and key customer insights that originate from any customer care touchpoint
• Effectively feedback any workforce optimisation suggestions based on real time observations on the floor
• Track agent adherence and service level performance

Customer Satisfaction

• Coordinate and implement crisis and problem management processes and procedures for Customer Care
• Co-ordinate, escalate, track and resolve problems and incidents with stakeholders which occur on all systems and applications and functionality used within Customer Care
• Monitor dashboards to proactively support Customer Group operations to enhance Customer Experience
• Test, validate and release Customer Communication on various platforms
• Coordinate User access
• Provide input to daily operational performance meetings relating specifically to customer experience and customer care performance
• Ensure customer insights are communicated to customer care and related stakeholders
• Analyse available data points in real time to proactively identify customer needs and incidents
• Mobilise relevant recovery teams to minimize turnaround time of incidents impacting on the customer
• Proactively coordinate customer demand through the use of social media and IVR messaging
• Provide insights to improve customer experience in the longer term based on insights gathered through monitoring

Qualifications Essential

• Technical Diploma
• Degree Statistics and Applied Mathematics advantageous

Experience

• 3 – 5 years’ Call centre / Service Desk Analyst experience
• 2.5 years of Clarity & ICC systems knowledge as well as an in depth understanding of associated Business Rules included in the above
• Process Driven
• Deadline Driven
• Achievement Orientated
• Process and system driven