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Johannesburg, Gp, Za

Johannesburg, Gp, Za

Leadership & Team Management: leading a team Client Service Operations Managers, ensuring smooth daily operations, providing coaching, mentorship, and performance evaluations to enhance team effectiveness.Customer Service Excellence: Managed escalations and ensured timely resolution of client queries and issues, maintaining high levels of customer satisfaction and service standards.Process Improvement: Developed and implemented efficient processes and workflows to optimize service delivery, reducing resolution times and improving overall service quality.KPI Monitoring & Reporting: Monitoring key performance indicators (KPIs) related to service delivery and prepared regular reports to track performance, identify trends, and implement corrective actions.Stakeholder Collaboration: I collaborate with internal departments (e.g., IT, HR, Operations) to ensure alignment and continuous improvement in service support processes.Budget Management: I Oversee the department budget, ensuring cost-effective solutions while maintaining high-quality service levels.Vendor & Contract Management: I Manage relationships with external vendors, ensuring adherence to service-level agreements (SLAs) and evaluating contract performance.Incident & Problem Management: I Spearhead the resolution of major incidents, ensuring effective communication, root cause analysis, and implementing preventive measures.

Johannesburg Metropolitan Area

Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.Working with HR and Recruitment drive the recruitment & selection of Team Leader and Advisors.Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre.Manage operational and technology requirements for Helpdesk.Ensure the correct implementation of all relevant system specifications / enhancements.Implement new products and business processes effectively.Ensure Helpdesk objectives are aligned with the BSC objectives carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.Building and maintaining effective internal and external stakeholder relationships.Identifying and instilling best practice, processes and systems and drive continuous improvement environment.Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.Manage intraday call center operations.Ensures service,SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.Review management information and make suggestions, recommendations as to improvements across the contact centre.

Johannesburg Area, South Africa

Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.Working with HR and Recruitment drive the recruitment & selection of Team Leader and Advisors.Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.Building and maintaining effective internal and external stakeholder relationships.Identifying and instilling best practice, processes and systems and drive continuous improvement environment.Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.Ensures service,SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.Review management information and make suggestions, recommendations as to improvements across the contact centre.

Johannesburg Area, South Africa

Troubleshooting and resolving IT issues in a timely manner.Communicating with coworkers to diagnose problems.Installing and configuring hardware and software.Talking coworkers through the process of fixing technical issues.Prioritizing your workload to ensure the most critical issues are resolved first.Documenting common support procedures that coworkers can follow.Providing support remotely when necessary.

Managing the departmental SLA.Managing incidents and giving feedback within the required turnaround time.Manage and monitor staff adherence to schedule.Manage staff leave and IR issues.Handling the recruitment and selection section.Taking escalation calls and complex queries Ensure escalation and complaints are handles within the SLA and feedback is provided to the client.Ensure that the team achieves their daily,weekly and monthly productive targets.Provide performance feedback to the team daily,weekly and monthly.Support,motivating,coaching and on the job training of the team.Ensure that company policies,procedures,values are adhered to.Performs regular audits on leave and trends,QA, systems aux codes and AHT.Ensure that processes and procedures are documented and communicated effectively.Engage and establish long-lasting relationships with different departments.Workforce management.Provide teams month report to management.Conduct team meetings.

Cape Town Area, South Africa

Managing the day-to-day activities of the team.Motivating the team to achieve organizational goals.Developing and implementing a timeline to achieve targets.Delegating tasks to team members.Conducting training of team members to maximize their potential.Empowering team members with skills to improve their confidence, product knowledge, and communication skills.Conducting quarterly performance reviews.Contributing to the growth of the company through a successful team.Creating a pleasant working environment that inspires the team.

Cape Town

Supporting ADSL to private clients as well as Businesses.Supporting the Internet service for all TelkomSA users.Supporting business Networks provided by Telkom.

Certificate, Contact Centre Management, Level 3

Nationa Diploma, Infomation Technology (Support Services)

Matric, Mathematics And Physical Science