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IT Call Centre Manager
Job Ref
277968
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added
15 Feb 2018
Expiry Date 1 Apr 2018
Expiry Date 1 Apr 2018
* There have been 28 applications to this job.
* This job has been viewed 2035 times.
Employer:
Datacentrix
Location:
South Africa
Salary:
Negotiable
Benefits:
Role details:
- - - - - - - - - - - - - -
Description of Role The IT Call Centre Manager is responsible for thedaily running and management of the Service Desk Team through the effective use ofresources from the point where the call is logged through to the resolution and then the closure ofthe call.The Incident Manager is responsible for taking overall ownership of the performanceand ongoing development of the Incident Management functions, ensuring delivery of contractualobligations and enforcing service delivery according to defined processes and procedures as well asadherence to Datacentrix and customer aligned business policies.
Definition of Responsibilities
Understanding ofservice management disciplines and the required deliverables.
Ensure quality andprofitable services are provided by the Service Desk in accordance with the Service Catalogue andagreed SLA’s and OLA’s
To ensure that systems, processes andmethodologies as specified are followed to ensure effective monitoring, control and support ofservice delivery
To ensure that staff are managed effectively and comply tostanding processes and procedures and based on these produce output in accordance to their definedKPI’s
Provide an escalation point for critical support issues
To ensure that regular PRO-ACTIVE measures are put into place daily/weekly/monthly to reducepotential user complaint areas
Oversees day to day Service Delivery
Management reports to be compiled on a daily/ weekly/ monthly basis
Enforcingcontractual obligations
Manage incident life cycles from start tocompletion
Manage the data integrity of the call system
Allocate work and staff to specific job roles and outcomes
Appraise staffperformance every 6 months
Defining staff objectives against KPI’s
Responsible for the provision of guidance to operational staff in the creation of workprocesses and procedure writing
Maximising team productivity
Ensuring service delivery to the business through monitoring of SLAs
Managingand guiding staff to enable optimal service delivery
Management of escalatedincidents and communication with related teams, business and external vendors
Astrong commitment towards professional service delivery
The ability to work in ahigh-pressure environment
Excellent presentation skills and the ability tocommunicate effectively at all business levels
Experience in mentoring andcoaching individuals
The ability to measure quality of calls logged (voice andincidents)
Good planning and time management skills
Good problemsolving skills and strong attention to detail
Creates awareness of the company'sstrategic objectives and their alignment to the department and objectives
Ensuresconsistent compliance to company policies and procedures, corporate governance and relevantlegislation
Ensures appointments are in line with EE targets / strategy
Develops and empowers people, recognizing and rewarding value-added performance
Identify, manage and develop talent
Report to customers andmanagement on outputs and trend analysis.
Key Skills /Competencies
Ability to build relationships with client representatives,service providers and other areas within Service Management.
Must have at least 5years call centre or applicable service delivery experience
Proven experience inmanaging a high call volume Service Desk
Demonstrable experience of working in anIT Service management capacity
Proven people management skills
Experience in managing and leading a diverse Service Desk team
Excellentcommunication skills at all levels – verbal and written
Proven ability towork independently and as a team member
Ability to be flexible and workanalytically in a problem-solving environment
Excellent Interpersonal Skills
Strong supervisory, coaching and project management skills
Mustdisplay professionalism, confidence, accuracy and efficiency
Excellent customerservice skills
Strong analytical, organizational, multi-tasking, andtime-management skills
Excellent negotiation, influence, mediation and conflictresolution skills
Excellent business acumen and industry acumen
Proven track record in managing defined SLA’s and OLA’s
SoundMicrosoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)
Key Interpersonal skills
Teamwork
Responsible
Friendly
Loyal
Honest
Committed
Motivated
Self-Confident