County Lead - Centurion, South Africa - Bidvest Facilities Management

Bidvest Facilities Management

Verified Company

Centurion, South Africa

3 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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 daytoday 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

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 fastpaced 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 problemsolving ability
Experience in management report writing advantageous