Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated...
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Job Description
Main Purpose of Job
To provide an efficient and effective co-ordination role within a team, service line or service area e.g. processes, function, customer satisfaction etc., requiring some guidance or direction from superior
Differentiators for this specific role
- Monitoring of SLA (Service Level Agreement) of calls (SLA target is 98%)
- Training and guidance to staff on correct processes and procedures as well as new technology.
- Reports
- Process Improvement and Optimization
- SLA and call stats
- Project Involvement
Key Performance Areas:
Strategic Impact
- Co-ordinates activities/ events for the team, function, or service area in support of the defined strategic objectives
- Performs daily checks on tools to ensure the team is adhering to governance model.
Client Impact: External / Internal
- Monitor’s client needs relating to role and adapts to changing requirements
- Defines and proposes ways to improve processes and /or systems to enhance the delivery to the business
Operational Effectiveness
- Effectively coordinates processes to ensure that deadlines are met
- Effectively communicates with the team and the client.
- Checks for accuracy in all processing of information
- Mitigates risk factors through thorough evaluation of requirements and documentation
- Provides accurate and detailed reporting as relevant to the role
- Supports team / business with assistance on overflow work that arises to ensure effective delivery to business
- Works within approved budget and timelines
- Ensures that calls are answered effectively and assigned correctly to achieve adherence to SLA/OLA
- Follow up with clients & Feedback from escalations and surveys
- Monitor SLA/OLA levels and open calls that are breaching thresholds or have been paused. To ensure SLA/OLA levels are met, and calls do not become dormant.
- Re-allocation of tickets to correct teams / persons where necessary.
- Ensuring staffing levels are sufficient in relevant area’s to support business needs.
- Co-ordination of training initiatives.
- Organizes workload to ensure deadlines are met, schedules work assignments in order of priority, urgency and date received.
Development/Growth of Team
- Actively works to address own identified development areas
- Guides junior admin / co-ordination staff on effective processes and standards
Budgets / Profitability
- Effectively uses time, equipment, and resources
- Accurately and timeously records any costs incurred in work processes, including, but not limited to standby allocations/payments
Qualifications
Minimum Qualifications
- ITIL Certification, Diploma (1 year)
- Desired: Diploma (3 years), Advanced Excel Courses, Power BI Knowledge
Minimum Experience
- 2 years within a similar role or a reporting role
- Desired: 4 years’ working experience, 3 years in a similar role
Technical Competencies
- Sound knowledge of all work processes related to the role
- Good reporting skills
- Good all-round experience of ITIL as well as Information and Communication Technology (ICT) services industry
- ITIL Foundation Certification
- Knowledge & understanding of managing SLA
- Competent in full Microsoft Office suite
- Advanced understanding of Excel spreadsheets, functions, and processes
- Excellent reporting skills. Ability to gather and analyse statistical data and generate reports
- Knowledge of planning and scheduling/rostering techniques.
Additional Information
Behavioural Competencies:
- Effective communication skills, both written and verbal
- Excellent attention to detail
- Willingness and a desire to learn at a rapid rate
- Planning and organising skills
- Focus on delivery, must be results orientated and analytically minded
- Understanding and a drive to enhance the client experience
- Strong relationship building and interpersonal skills at all levels
- Ability to solve more complex issues without assistance
- Good business acumen
- Ability to produce results when specified targets are set
- Ability to resolve difficult or stressful customer service issues
- Good listening skills
- Ability to perform complex tasks and to prioritize multiple deliverables
- Ability to adapt to continuous business process changes within the environment
go to method of application »
What you will do?
We support our bright young talent with a collaborative, open culture where you have a voice and bring your great ideas to life. After an immersive Consulting 101 training boot camp, you’ll be exposed to a variety of Deloitte Consulting offerings or industries. This enables you to make an informed decision on where your passion lies and to become a well-rounded Consultant.
You will be an integral part of the team from day one, working face-to-face with leaders or clients on projects in Consulting. This is an opportunity for you to become a highly sought-after Deloitte Consultant, offering a scarce skillset underpinned by global excellence and a recognised brand.
We’re looking for ambitious graduates who are keen to play an important role in #makinganimpactthatmatters.
The diversity of our services, our clients, the industries that we serve, in addition to our people is why we believe Deloitte Consulting is the #1 place to launch your career.
Interested? Apply now #DeloitteConsulting #Deloitted.
Qualifications
We encourage applications from a diverse range of degrees, with strong academic results, such as:
- Computer Science
- Computational and Applied Mathematics
- Information and Systems/ Technology
- Engineering – All streams
Competencies required:
- Self-motivated
- Analytical
- Flexible
- Resilient
- Intellectually curious
- Proactive
- Collaborative
- Creative problem solvers
- Community Impact Maker
go to method of application »
What you will do?
We support our bright young talent with a collaborative, open culture where you have a voice and bring your great ideas to life. After an immersive Consulting 101 training boot camp, you’ll be exposed to a variety of Deloitte Consulting offerings or industries. This enables you to make an informed decision on where your passion lies and to become a well-rounded Consultant.
You will be an integral part of the team from day one, working face-to-face with leaders or clients on projects in Consulting. This is an opportunity for you to become a highly sought-after Deloitte Consultant, offering a scarce skillset underpinned by global excellence and a recognised brand.
We’re looking for ambitious graduates who are keen to play an important role in #makinganimpactthatmatters.
The diversity of our services, our clients, the industries that we serve, in addition to our people is why we believe Deloitte Consulting is the #1 place to launch your career.
Interested? Apply now #DeloitteConsulting #Deloitted.
Qualifications
We encourage applications from a diverse range of degrees, with strong academic results, such as:
- Computer Science
- Computational and Applied Mathematics
- Information and Systems/ Technology
- Engineering – All streams
Competencies required:
- Self-motivated
- Analytical
- Flexible
- Resilient
- Intellectually curious
- Proactive
- Collaborative
- Creative problem solvers
- Community Impact Maker
Method of Application
Use the link(s) below to apply on company website.
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