• Senior IT Contact Centre Co-ordinator at Sanlam

  • Posted on: 18 December, 2017 Deadline: Not Specified
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  • Sanlam Group Technology and Information (GTI) is a centralised shared services business providing IT services to participating businesses in the Sanlam Group. The service provided by GTI is based on commercial principles. The foundation of the shared services business model is a constant drive for consolidation, standardisation, automation and optimisation. These services include Infrastructure platform provisioning, applications hosting, service management, IT infrastructure architecture, infrastructure applications, security and supporting services as well as Group services.

    Senior IT Contact Centre Co-ordinator

     

    Job description

    As Senior IT Contact Centre co-ordinator the incumbent will be responsible for ensuring the optimal delivery of IT Support services to Sanlam Group contact centres. Responsibilities include but are not limited to:

    • Operations management of the contact centres
    • Co-ordinate the development life cycle for the implementation of business functionality
    • Responsible for the procurement services encapsulated within the service domain
    • Disaster recovery and IT continuity within domain
    • Risk management
    • Software license management
    • Service level and support Management
    • Defining and documenting service level requirements within the contact centres
    • Monitoring of external IT suppliers’ adherence to the SLAs
    • Co-ordinate the management of services provided by IT suppliers’. Ensure adherence to the SLAs and service contracts; service measurement and management
    • Trend analysis and recommendations of actions for improvement
    • Assist with incident and problem management. Ensure that accurate root-cause analysis reports are produced timeously.
    • Provide structured and regular feedback and status updates
    • Business engagement
    • Determine business requirements and validate the appropriateness of the request
    • Evaluate supplier solutions and their appropriate business fit
    • Quality assure the implementation of the solutions
    • Perform systems and user acceptance testing for changes
    • Co-ordinate engagement between business and IT and provide subject matter expertise for the business
    • Process end-user requests for IT services for contact centres within the agreed SLA’s, governance and budget
    • Financial management
    • Contribute to ICT infrastructure implementation plan in accordance with IT operations governance, budget and timelines
    • Understand the cost base for the contact centres

    Qualifications and Experience Required

    • Relevant business degree or diploma
    • At least 5 years relevant IT and business experience
    • Clear understanding of IT Technology stack supporting the contact centres
    • Proper understanding of business priorities, process logic and requirements
    • Process modelling and optimisation
    • Effective IT supplier engagement
    • Infrastructure service level measurement and management
    • Infrastructure optimization
    • Capacity monitoring and planning

     

    Method of Application

    Interested and qualified? Go to Sanlam career website on www.linkedin.com to apply

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