Call Centre Incident Analyst - Cape Town, South Africa - Stowe Holdings (PTY) LTD

Stowe Holdings (PTY) LTD

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job description

Job Purpose
We are hiring a mature and skilled Incident Analyst.

The Incident Analyst is responsible for monitoring and managing ticket movement within the organization, ensuring adherence to service level agreements (SLAs) and internal protocols.

This role plays a crucial part in analyzing incidents, reporting on performance, and maintaining the highest standards of customer service and data integrity.

Key Responsibilities

Monitor ticket movement, paying special attention to the pending list and identifying tickets/cases approaching breach and those that have breached.
Flag tickets in breach to relevant teams and team leaders.
Periodically compare customer call records against internal records and escalate/resolve discrepancies.
Identify trends in errors and policy nonadherence and spearhead call interventions.
Participate in creating initiatives and ticketing protocol refreshers and provide training.
Synthesize reports following internal reporting protocols and branding guidelines.
Compile daily missed SLA reports and disseminate to Team Leaders, Service Desk Managers, and the Head of Department.
Collate and publish periodic pending upliftment reports for the management team.
Evaluate information for reliability, source validity, and data quality.
Publish daily customer open ticket reporting.
Furnish customers with current updates on open tickets.
Collate SLA reporting for all corporate clients.
Supply internal reporting as and when requested.
Ensure accurate and timebound client feedback.
Maintain clear, tactful, honest, and professional client engagement.
Regularly assess SLA conformance against contractual obligations for Line 1 and Line 2 teams.
Contribute to service validation and signoff reports.

Competencies

Attention to detail.
Prioritising
Agility
Initiatives and Selfmotivation
Interpersonal relationships
Professionalism
Good written and verbal Communication skills
Good timemanagement
Technical skills

Skills:

Excellent analytical and problemsolving skills.
Strong attention to detail.
Proficient in data analysis and reporting.
Effective communication and interpersonal skills.
Familiarity with relevant software and tools.
Commitment to quality and continuous improvement.

Minimum Requirements

Matric
MS Excel and MS Word, intermediate/ Advanced
Investigations certificate
23 years' experience within a technical support/ customer service call centre environment

Company Benefits (after permanent appointment offered):

Medical Aid (company contributes of R1000 towards medical aid scheme)
Retirement Annuity (Company contributes 5%)
Birthday Bonus (Depended on performance and not mandatory)

You may be required to work overtime outside the scheduled shift
- and standby-allocation on management request which will be add-on payments received.

Salary:
R9, R9,500.00 per month

Ability to commute/relocate:

Cape Town,

Western Cape:
Reliably commute or willing to relocate with an employer-provided relocation package (required)

Education:

Certificate (required)

Experience:

- investigations: 2 years (preferred)

- technical support and quality assurance: 2 years (preferred)

Application Deadline: 2023/11/06