IT NOC Supervisor Job at Sizwe Africa IT Group

RESPONSIBILITIES:

Familiarisation, adherence and compliance with all company policies and procedures.
Familiarisation, adherence and compliance with all applicable ISO 9000 processes and procedures

Supervise Call Management:

• Call logging

• Call Assignment

• Call information verification

• Call monitoring and update

• Call closure

Supervise Call Administration:

• Technical reports and system updates

• Coach & guide new agents

• Review performance

• Ensure the agents develop the necessary skills and competencies

• Ensure targets are reached

Super Client Relationships:

• Maintain a professional relationship with clients to promote goodwill of the company

Supervision of subordinates:

• Supervise the effective functioning of Call Desk Agent(s)

• Conduct performance assessments for subordinates

• Four to six years’ relevant experience, preferably in a customer service/help desk environment

• Minimum two years’ supervisory experience.

• Support the Service Desk during scheduled Hours of Operation and provide after-hour or on-call support

• Set expectations and measure performance of the Service Desk

• Oversee the Service Request and Incident Management Processes confirming all internal and external Service Level Agreements are met.

• Monitor and manage phone queue (participating in escalated calls where required).

• Manage Client relationships

• Review survey feedback to improve services and support

• Set objectives for the Service Desk quality and productivity measures

• Mentor and evaluate reports to ensure Customer SLA is met

• Excellent English communicative skills- experience writing reports and interpretations

Self Development:

* Responsible for self-development by keeping abreast of new development by following the applicable processes and procedures;

* Willingness for additional responsibilities and assisting managers during low activity periods;

* Any ad hoc function required to perform from management from time to time

Desired Experience & Qualification:
POSITIONS SPECIFICATIONS:

Education: (Minimum level required to perform the job)

School: Grade 12 or equivalent NQF level 4 qualification

Professional / Tertiary: Call Centre / Communication Skills course

MINIMUM REQUIREMENTS:
Minimum 5 years related experience in an IT environment;
Minimum 5 years related experience in a call centre environment.
Strong problem solving, analytical skills and organizational skills;
High levels of proficiency in English;
Proficient in report writing;
High levels of computer literacy including extensive HEAT / Remedy experience;
Well-developed customer relations skills;
Able to work under pressure and meet deadlines whist ensuring quality is maintained;
Ability to deal with conflict;
Knowledge of ISO 9001 processes;
Able to work independently and operate as part of a team;
Attention to detail with high tolerance levels;
Excellent communication skills

METHOD OF APPLICATION

Submit your CV and Application on Company Website: Click Here