Call Coordinator Team Leader - Advanced Projects and People (Pty) Ltd, Johannesburg

  • Johannesburg
  • Salary: Market Related
  • Job Type: Contract
  • Posted by Advanced Projects and People (Pty) Ltd on Tuesday, May 26, 2020
  • Reference: 1680000
  • Apply before Saturday, July 25, 2020 - 18 Days left

Vacancy Details

Employer: Advanced Projects and People (Pty) Ltd

Duties and Responsibilities 

• Performing routine quality reviews of the department to improve                      operations 

• Supporting and enforcing Call Coordinator expectations

• Scheduling and Organising Call Coordinators to effectively ensure                      coverage and production meets or exceeds quality standards

• Managing queries

• Tracking and escalating issues 

• Adhering to quality assurance, production requirements, and other key              performance metrics

• Managing the inbound and outbound calls 

• Escalating issues 

• Assist team members in maintaining and collecting sensitive case                      documents to ensure service level standards are met

• Coordinating and managing calls.

• Regulating calls when they are being assigned from the help desk to the            queue.

• End to end call management.

• SLA call management.

• Coordinating calls to Installers.

• Providing excellent Customer Service.    

• Ensuring that SLA failures are prevented through regular interaction with          the support team.

• Ensuring that all Processes and Procedures as per the contract are                    maintained by the support team.

• Solving routine issues and escalating complex issues based on priority.

• Manage FNE calls completed on a daily basis.

• Materials Reconciliations (FNE Boot Stock).

• Tools Management.

• Updating tickets and concluding calls on the Call Logging System.

• Monitoring and delivering Service Desk outputs.

• Updating the Call logging System.

• Handle daily escalations from the Service Desk and Customers.

• Implementing the first time resolution principle.

• Ensuring that regular updates are made to incidents and requests.

• Ensuring that all incidents and requests are assigned as per the process            to relevant support team.

• Investigating and analysing root causes as well as problem re-                          occurrences, in order to assist with Incident and Problem management.


Required Skills

  • it : 3 to 4 years

Candidate Requirements

Qualifications and Requirements

• At least three (3) years of relevant experience required

• Must be able to navigate and efficiently use customer relationship                    management (CRM) system

• Ability to successfully execute many complex tasks simultaneously

• Works well under pressure

• Degree/Diploma in IT


Apply before Saturday, July 25, 2020 - 18 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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