Recruitment Openings at Tracker Connect (Pty) Ltd

KEY DUTIES AND RESPONSIBILITES:

• Manages enterprise cloud engineering team, recruiting, and mentoring the members of the team, both technically and for career growth.
• Provides technical oversight across systems and architectures, with an emphasis on reliability, architecture, and automation.
• Helps to drive the vision for the future of the Cloud at Tracker and reliability of applications and services running in the Cloud.
• Provides a holistic view of the production environment for both technology and business management, working closely as a trusted partner with development team leaders.
• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
• Communicates status to development teams, ensuring outstanding issues are tracked to closure, both for remediation and long-term resolution.
• Consults with the primary stakeholders of the application in conjunction with development leaders and technical leads to better understand the objectives of the development teams.
• Requires awareness of audit and compliance related issues.
• Contributes to formulation of strategies for network growth and stability.
• Champion initiatives to enable high availability for Business-As-Usual which includes monitoring, failover, and resiliency.
• Ability to handle incidents, problems and change at a global enterprise level.
• Responsible for delivery of results which directly impacts the development teams.
• Servers (on-premise and cloud)
• Management of servers.
• Ensure that servers have the appropriate anti-virus installed and up-to-date.
• Ensure that user access to the servers is managed and limited.
• Ensure that server data is backed-up as agreed with the appropriate business owner.
• Ensure that servers are monitored for performance and uptime.
• Active Directory (on-premise and Cloud – i.e. Azure).
• Configure Active Directory and DNS Architecture.
• Create, remove and modify Active Directory Users.
• Management of the Active Directory implementation.
• Ensure that procedures for adding, changing, and removing resources from AD are created and implemented.
• Ensure that access restrictions are regularly reviewed for completeness.
• Ensure that backups of the implementation are implemented.
• Monthly Active Directory Clean-ups.
• Ensure Active Directory Replication.
• Management of Group Policy.
• Management of Active Directory integration with other Microsoft domains.
• Disaster Recovery
• Ensure All critical Business systems are replicated at DR.
• Ensure All recovery systems are replicated at DR, including Infrastructure, DB replication and Software.
• Manage Infrastructure DR Plan.
• Manage DR Datacenter availability and stability.
• Manage DR connectivity.
• Manage DR capacity.
• Application Server
• Management of all application servers for all Tracker applications.
• Define and regularly review a SLA with affected business users.
• Ensure application servers are available in line with agreed SLA.
• Software Licensing
• Manage Microsoft Licensing.
• Manage Oracle Licensing.
• Manage Ad-hoc software licensing (non-MS and Oracle).
• 6-monthly Licensing reconciliations.
• Manage Software Library.
• Manage Software support contracts.
• Manage software upgrades when licensing provides an upgrade path.
• Anti-Virus
• Create and / or regularly update an antivirus procedure and policy.
• Ensure compliance of all devices against the antivirus procedure and policy.
• Security
• Third Party access policy.
• Perform regular risk assessments.
• Address risks identified by risk assessments.
• Manage the various device and system logs.
• Create and / or regularly update the procedures for data encryption.
• Create and / or regularly update the procedures for use of external storage medium.
• Create and / or regularly update the procedures for information exchange with external entities.
• Create and / or regularly update the policy and procedures for password management.
• Create and / or regularly update the policy and procedures for user access, permitted operations and monitoring of operations.
• Create and / or regularly update the policy and procedures for mobile computing system usage.
• Operating Systems
• Ensure all Oss are licensed.
• Ensure all Oss are on required patch level.
• Ensure all Oss comply with business standards and are IT approved.
• Ensure all Oss are monitored and maintained on SCCM.
• Ensure all Oss are monitored by the Network Operator team.
• Mange the upgrade of operating systems to newer versions if required.
• Capacity Planning
• Create and / or regularly update a capacity management process and procedure.
• Regular review of capacity management monitoring results.
• Implementation of appropriate actions to address findings of capacity management monitoring.

MINIMUM REQUIREMENTS

• A Bachelor's degree or Equivalent IT Qualification or Diploma.
• Minimum 5 Years Working Experience.
• 2 years of experience managing people in a technical environment.
• 2 years’ experience in participating in on-call rotations and providing after-hours support in an environment that operates 24/7.
• 5 years of experience as a System and Cloud Administrator (experience in Microsoft license management).

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Job description

 Control Centre Duties and Functions

• Provide effective control centre services as per the agreed strategic objectives and targets.
• Receive all inbound and outbound occurrence and/or incident calls and e-mails.
• Log the information on the relevant system as per approved standard operating procedures (SOPs).
• Handover unconfirmed signals to the National Emergency Control Centre (NECC) for verification 
• Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
• Identify callers by means of set authentication rules.
• Provide relevant stakeholders with continuous feedback as and when required.
• Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
• Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
• Follow up with representatives to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
• Escalate details of dissatisfied stakeholders to management.
• Execute the required call centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.

Optimise Availability

• Ensure that all service level standards and regulations are strictly always adhered to.
• Ensure call readiness and available to service customers / clients.
• Contribute towards the continuous improvement of the department’s availability metrics.
• Ensure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
• Adhere to all relevant policies and procedures.
• Report any deviations from procedures/processes to the Supervisor.

Adhereance to Call Quality

• Provide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
• Ensure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
• Contribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
• Ensure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives. 

Minimum requirements

• Matric/Grade 12 or Equivalent Qualification at NQF Level 4.
• Essential: 2 years of Call Centre experience.
• PSIRA Grade C certification - Desirable
• Must be willing to work shifts and standby.
• Must be aware of the consumer POPI Act
• Reliable mode of transport
• Language Proficiency (English and one or more South African official languages)
• Analytical 
• Ability to multitask.
• Sound communication skills at all levels
• Collaborative and consultative style
• Planning, organising and control capabilities
• Assertiveness and decisiveness capabilities
• Professionalism
• Results driven
• Conflict management and negotiation capabilities
• Ability to work independently
• Ability to work in a team
• Ability to work/manage under pressure
• High degree of emotional intelligence
• Resilience
• Basic change management skills

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Job description

Primary Responsibilities:

• To assist with all Customer Care & Special Projects as required (e.g., data capturing, verification, lead fulfillment, tele sales, queries and complaints etc.).
• To handle all inbound and outbound calls related to Customer Care & Special Projects.
• To handle all queries and complaints (telephone, email, fax, etc.).

To provide assistance/information to dealers / customers relating to:

• Warranty and service plan queries;
• Marketing-related queries;
• Customer care queries;
• General product queries;
• General service-related queries.
• To remain abreast of the latest products, launches, campaigns, etc. at all times.
• To maintain a high level of telephone etiquette at all times.
• To log all information on the relevant software programme.
• To ensure a high standard of detailed information regarding information logged.
• To maintain a high level of accuracy at all times.
• To follow up with customers and all other involved parties timeously.
• To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
• To liaise with the relevant specialists in situations where specialised information is required in order to assist customers.
• To refer escalated cases to the Account Manager and/or Supervisor for decision making, when required.
• To be proactive regarding the handling of Customer Care & Special Projects.
• To ensure the timeous resolution of cases, queries, verifications, sales, etc.
• To liaise/mediate with the relevant Motor Manufacturers and/or Dealers and/or other Companies on behalf of customers, when required.
• To reach a quality rating of 85% for case management and 85% for call quality, as per the SLA.
• To ensure that not more than 3% of calls are abandoned, as per the SLA.
• To ensure that all SLA contractual obligations are met.
• To reach a productivity level of 85%.
• To plan and prioritise tasks on hand.
• To assist with any ad hoc duties as requested by the Account Manager and/or Supervisor.
• To adhere to all Company / client policies, procedures and processes.
• To uphold the image and credibility of the Company / client.
• To provide a staffing solution to the Client.

 
Challengers:
 

• To obtain as much product and technical knowledge as possible in order to effectively liaise with customers.
• To have a thorough knowledge of the call centre and motor industries.
• To build and maintain solid relationships across all areas of the business which will assist in being successful in the specified areas of work.
• To remain abreast of all new developments within the organisation and the motor industry.

Minimum requirements

Qualifications & Experience: 

• A minimum of Matric (Grade 12).
• Two year’s in- and outbound call centre experience.
• Motor industry experience.
• Customer service experience.
• Competencies: 
• Knowledge and understanding of the motor and communications industries.
• A high level of knowledge relating to products and processes within the organisation.
• A high level of telephone etiquette in both English and Afrikaans.
• Highly developed interpersonal skills.
• Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility and the insight into the uniqueness of all individuals.
• Consistency and perseverance.
• The ability to engage in accelerated learning integrity.
• A high level of facilitation skills and the ability to multi-task.
• The ability to function at various levels within the business/organisation.
• Excellent communication, listening and writing skills.
• Excellent conversation skills and the ability to mix/socialise with people easily.
• The ability to pay attention to detail.
• Assertiveness and negotiation skills.
• Leadership qualities/skills and empathy skills.
• Computer literacy and a high typing speed.
• The desire for customer satisfaction.
• The ability to handle difficult customers.
• The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
• The ability to operate independently as well as a team player.
• To be self-driven and motivated and to demonstrate initiative and a high energy level.