ROLE PURPOSE
To manage day-to-day service operations, escalations, service levels, service quality, and acting when necessary to ensure the operation runs effective and efficient.
MAIN OUTPUTS
SLA and Operations management
- Oversee SLA and day-to-day escalations and ensuring that targets are met as per the Vodacom FFO contract.
- Drive VTTR with Dispatch Agents and Operational team to ensure 95% SLA achievement.
- Responsible for ensuring MTTD is achieved by the Technical Dispatchers and take the necessary action
- Prioritise work according to urgency, impact and importance and inform Management on deviations.
- Monitor Siemens Hi-Path – Call Centre platform
- Incoming queues - Mails & Calls must be attended to timeously.
- Agent handling times (if an agent is busy for more than 10 min on mail, pls investigate)
- Monitor WFM lobbies and workload across the Dispatch Platform. i.e., Technical Dispatchers and Generator deployers.
- Ensure that task/requests are acted on timeously by the Technical Dispatcher and Generator Dispatchers.
- Ensure that Technical Dispatchers schedule FT’s to attend to faults in WFM in accordance with their current geographical locations.
- Ensure that Generator Dispatcher acknowledge generator deployment requests timeously and schedule FT’s within WFM in accordance with their current geographical locations.
- Deal with escalations from the Technical Dispatchers or Generator Dispatchers.
- Ensure that all tasks/requests assigned to BFM Dispatch are updated frequently by the Technical Dispatcher end to end.
- Anticipate possible escalations, act, and track till closure.
- Ensure that periodic follow ups are made with the Teams regarding any outstanding queries and open tickets.
- Ensure that target(s) are achieved on a daily, weekly, and monthly basis to meet set SLA target(s)
- Create and submit Incident Reports to management and/or the client when requested.
Process and Quality Assurance management
- Continuously monitor and evaluate agents works to ensure quality, and timely execution as per service standard and client.
- Evaluate current processes and suggest changes/improvements where possible
- Rolling out of all new processes
- Process enforcer within the teams.
- Ensure that the TD's and GD’s are diligently updating WFM.
- Monitor timeous update and correctness of live tracker.
- Analyse and report on routine and ad hoc investigations.
Workforce and People management
- Assist agents with general staff queries
- Escalate to line manager any issues that may occur that are out of your control.
- Monitor shift schedule adherence and take necessary disciplinary action.
- Identifying skill requirements of staff and ensure development for optimum performance
- Conduct weekly meetings with team and report back to management on the outcome of critical topics.
Technology and Data Integrity management
- Monitoring and reporting of any system problems with IT.
- Periodically monitor U2020 and Fetch to report on Out of Service Sites
- Periodically monitor IoT Commander and escalate mobile generator fuel levels to Generator Dispatcher.
- Periodically monitor GERM and escalate static generator fuel levels to Generator Dispatcher.
- Report generator management system issues to Generator SPOC.
Contract and Customer management
- Conduct and direct Daily Handover meetings
- Report weekly/monthly on utilization and performance.
- Prepare and conduct Daily Scrum meetings as support to operations
- Manage the escalation process on major incidents
- 1st line for all incoming escalations on contract
- Liaise with the Field force and Technical Dispatcher to ensure escalations are given priority and resolved within reasonable timelines best suited to the customer contract.
- Create and submit Incident Reports to management for major and minor faults as and when the customer requests it.
QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:
- Matric
- Technical diploma N6
- 2 - 5 years’ experience in a technical environment
- Team Leader or Supervisory experience advantageous
- Must be able to work outside of their normal working hours when and if the need arises.
- Must possess the ability to multitask with various, and sometimes conflicting events that occur at the same time.
- Ability to work under stress in a high paced environment.
- Ability to relay information to Management or Field Force in a fast-paced environment.
- MS Office
- Knowledge/experience with Dispatch Centre\Contact Centre equipment and software programs
- Knowledge of performance evaluation and customer service metrics
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Experience in management report writing advantageous
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ROLE PURPOSE
- To achieve a level of competency for PPM (Preventative Passive Maintenance) and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for CPM (Corrective Passive Maintenance) and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for Vandalism and Restoration and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for RF (Radio Frequency) and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for RAN (Radio Access Networks) and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for TX (Transmission that includes Microwave, Optical Fibers, and other forms of transmission) and be able to service the Vodacom sites as per specification from the customer.
- To achieve a level of competency for Generator Deploying, recovery and refueling in order to service the Vodacom sites as per specification from the customer.
- To achieve a level of competencies in the following areas as covered by the SOW 2.21 as Electrical Qualifications as Electrician (26D), or section 28 and Wireman’s License as an Installation Electrician.
- To achieve a level of competencies in the following areas as covered by the SOW 2.21 not limited to Electrical Qualifications such as Air-Conditioning and free cooling system training.
- To achieve a level of competencies in the following area as covered by the SOW 2.21 to be able to do Fall Arrest and rescue, Rope Access training and including rope rigging for lifting of equipment.
- To achieve a level of competencies in the following area as covered by the SOW 2.21 Site alarm Installations and commissioning also including rectifiers and transmission equipment.
- To achieve a level of competencies in the following area as covered by the SOW 2.21 such as E1 (Ethernet), Microwave and optical fibers installation and commissioning. To be confident and skilled in all Vodacom vendor equipment and solutions currently built in the Vodacom frame.
- To achieve a level of competencies in the following areas as covered by the SOW 2.21 but not limited to Arc and CO2 Welding.
MAIN OUTPUTS
- Maintain the Client's sites as specified by the Customer- according to schedule 2.21 Scope of Work and any instructions/standards provided
- Support the Technician to Meet the daily/weekly/monthly Target per County as required
- Assistant must ensure Tools, Vehicles, Test Equipment, Laptops, Cellphones are looked after and checked for condition and ensure all of these are safe for use and maintained on a register
- Assistant must ensure he/she complies and support the Technician adhere to the Health and Safety requirements of Bidvest FM and the client’s requirement as applicable on the site
- To ensure and support the Technician in all access procedures as well as work status updates are done in accordance with the agreed procedures and processes
- Support Technician to reduce the OOS (Out of Service) to within the service Level Agreement
- Support Technician to meet the Network Availability Target per County as set down by the Customer
- Ensure that all relevant alarms are cleared before leaving a site visit
- Ensure that all tasks are updated, as required on the provided tools and systems
- Ensure that all required activities are completed, as per the scope of work, either on an “A”, “B”, “C” or Adhoc service. Ensure that all required pictures are taken according to guidelines and submitted, as per the scope of work for the relevant services being performed
- Ensure that all site procedures are always followed as specified by the client
- The assistant will follow and support the technician to the relevant service procedures as per the scope of work. Adhere to Quality assurance and control, as indicated in the scope of work, report back on any deviations during a site service, SSF (Sub Standard Form) to be also submitted as required for the service type performed
- Assist with site access, duties on site and when required other technicians
- Adhering to instructions given by Technician
- Support Technician to ensure that allocated sites are alarm free as defined from time to time
QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:
- Matric/Grade 12
- N3-6 Engineering Studies (Electrical)
- Wireman’s License - 3 Phase
- Electrical Trade Test
- Valid Code 08 EB Driver’s License
- 3-5 Years’ Experience in the Telecommunications Environment
TECHNICAL CORE COMPETENCIES
- Maintenance skills as per SOW
- Prism skills as per requirement
- Electrical skills and accreditation-Installation Electrician
- RF Skills- Inhouse training and competencies
- Rope access level 1,2 and training
- WHO (Working on Heights) Fall Arrest and Rescue
- Medicals as per H&S requirements
- HIRA (Fire & Fist aid)
- ASP experience on Maintenance
- Arc and O2 Welding
- IMS (Integrated Management System)
- Advanced Electrical Skills- Red seal
- Communication and Leadership Skills
- Advance Driving skills
- 4x4 Advance Driving
- HIRA (Fire & Fist aid)
- WOH (Working on Heights)- rescue
- Advanced- medicals First aid level 1 to 3
- Refrigeration Trade Test preparation and training
- Microwave and Transmission training as per vendors
- Generator Deployment competency
- FMS- Field Management System
FUNDAMENTAL COMPETENCIES
- Passionate
- Decisiveness
- Flexibility
- Team Performance Driven
- Customer/Client Focus
- Quick Reaction
- Self-Driven
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Job Summary:
Takes full accountability to ensure that all strategic, critical & other facilities as defined by the Customer meet business as well as contractual needs. Takes full accountability to develop the operating model (people, process, system) to the level where service can be delivered effectively and economically.
Key Responsibilities:
Finance:
- Ensure strategies, mechanisms and guidelines are developed that would govern the development & maintenance of short, medium and long term capex budgets for the associated contracts
- Develop FM operational budget (short & medium term) and ensure compliance thereto
Customer:
- Engage with different customer groups on a senior level to determine the associated business plan & requirements
- Interpret customer business plan into FM requirements and ensure customer satisfaction to at least agreed levels
- Determine the impact of their requirements on existing SLA's and applicable agreements
Operations:
- Ensure strategies, mechanisms and guidelines are developed to understand the general business environment the customer operates in
- Devise communication & change management strategies to ensure implementation of culture and strategies
- Define key performance areas & ensure the development of KPI's and contract compliance activities
- Engage with service providers in developing their service delivery strategies
- Define the broad contract requirements & principles for supplier contracts (together with Supply Chain)
- Ensure service strategies, mechanisms and guidelines are developed to ensure service delivery to the required quality and safety standards as well as in an environmental responsible manner.
Growth & Development:
- Determine the appropriate & desired strategy & culture required to meet the customer requirements
- Devise strategies to educate customer on the customer specific contract
Governance:
- Ensure strategies, mechanisms & guidelines exist to identify the applicable statutory guidelines and compliance
- Ensure required customer policies are identified and developed
- Adherence to Integrated Management System (IMS)
Minimum requirements:
- Degree or B-Tech in Engineering / FM Qualification / Management degree (EDP, MBA or MBL advantageous)
- 15yrs relevant working experience, 8yrs FM & maintenance engineering experience. 8yrs Senior Management experience. Experience in CRM & Property Management
- Facilities Management, General Building Maintenance, People Management, Supply Chain, Procurement (especially Strategic Sourcing), Negotiation Skills, Commercial, Contract & Vendor Management, General knowledge in Finance, Law & Auditing
- Matric (Senior Certificate)
- Valid SA Drivers’ License
- MS Word, MS Excel, MS Powerpoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge
- OHS Act, ISO 9001 Quality Management & Risk Management Systems.
- Excellent communication and interpersonal skills.
- Strong leadership and organisational skills, must have managed large facilities management operations with a narrow span of control
Competencies:
- Proactivity & Result orientation
- Deadline Driven & Highly Motivated
- Stress Tolerance
- Excellent Written Communication
- Solid Supervisory Skills
- Subordinates Capacity Building
- Customer Focus
- Negotiation Skills
- Business Acumen & Analytical Skills
- Planning/Scheduling/Objective Setting
- Teamwork & Partnering
- Relationship Building
- Interactive Reasoning
- Excellent Oral Communication
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Job Summary:
Maintaining the Site Maintenance on Vodacom sites as per the required Scope of Work as specified by the Customer. Drive planned preventative, corrective and emergency maintenance on all non-network infrastructure such as Air-Conditioning, Electrical plant and general infrastructure to give effect to the business maintenance strategy and client service standards. Providing technical support to County Managers, Portfolio Managers/Junior Portfolio Managers.
Responsibilities:
- Maintain the Vodacom sites as specified by the Customer- according to schedule 2.21 Scope of Work and any instructions/standards provided.
- Meet the daily/weekly/monthly Target per County as required.
- PPM assistant must ensure Tools, Vehicles, Test Equipment, Laptops, Cellphones are looked after and checked for condition and ensure all of these are safe for use and maintained on a register.
- PPM assistant must ensure he/she complies with and adhere to the Health and Safety requirements of Bidvest FM and the client’s requirement as applicable on the site.
- To ensure that all access procedures as well as work status updates are done in accordance with the agreed procedures and processes.
- Ensure that all relevant alarms are cleared before leaving a site visit.
- Ensure that all tasks are updated, as required on the provided tools and systems.
- Ensure that all required activities are completed, as per the scope of work, either on an “A”, “B”, “C” or Adhoc service. Ensure that all required pictures are taken according to guidelines and submitted, as per the scope of work for the relevant services being performed.
- Ensure that all site procedures are always followed as specified by the client.
- The PPM assistant will follow the relevant service procedures as per the scope of work. Adhere to Quality assurance and control, as indicated in the scope of work, report back on any deviations during a site service, SSF (Sub Standard Form) to be also submitted as required for the service type performed.
- Assist his PPM Technician with site access, duties on site and when required other technicians
- The PPM assistant will always answer his phone when on duty and return calls as soon as possible when not on duty.
Qualifications:
- National Diploma N4,5 or 6 can be beneficial
- Accredited electrician (Wireman’s license), (It is important that the person must be qualified to work and be accredited as a three-phase electrician and not only single phase)
- Matric/Grade 12
- Valid Code 08 EB Driver’s License (4*4 and advance driving can be beneficial)
- 1-2 Years PPM Experience in the Telecommunications Environment
Technical Competencies:
- Maintenance skills
- WOH (Working on Heights)
- HIRA (Fire & First aid)
- Medicals
- Advanced Electrical Skills
- Advanced Driving
- IMS (Integrated Management System)
- Microsoft Windows, Microsoft Outlook, Microsoft Word & Microsoft Excel
- Risk Assessment, Basic Fire Fighting, First Aid Level 1, Advanced Driving
Generic Competencies:
- Trustworthy
- Team Leader
- Passionate
- Manage the Vehicle
- Self-Driven
- Manage Tools
- Team Player
- Support the Team Leader
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