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Contact Centre Team Lead – Centurion needed at Bidvest Facilities Management

Job title : Contact Centre Team Lead – Centurion

Job Location : Gauteng, Centurion

Deadline : April 05, 2024

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MAIN OUTPUTS

Key Roles:

  • Continuously monitoring of agent schedule and unscheduled breaks
  • Continuously monitoring of SLA targets
  • 1st line support on all escalations received from our clients.
  • Core Competencies:

Monitoring of agent time management:

  • Log in &log out times.
  • Scheduled and unscheduled breaks
  • To be able to effectively use the necessary systems to assess staff quality.
  • 1st line support on all escalations received by our clients.
  • Access issue
  • No feedback from suppliers

Other

  • Monitor and manage the updates on the hourly dashboard that is on the escalation group for the provision of the summary of site with outages.
  • Real-time update of LVD report with reason.
  • Real-Time update of generator report
  • Generator size
  • Type
  • On hire date and time
  • Off hire date and time

Managing of generators deployed to our sites:

  • Change that ETA’s are supplied and updated.
  • Escalate all non-feedback requests from the Supplier to the supplier management/escalation list.
  • Escalate with Generator supplier of all connections not done within ETA given.

Conduct quality checks:

  • Monitoring of all open tickets are correctly categorised.
  • Monitoring of regular updates on all BLV and LVD tickets.
  • Ensure client wallboards are up and running 24/7

Knowledge / Qualifications and experience

  • Grade 12 with N6 and/or Trade Test Electrical.
  • Excellent understanding of ATC processes and ATC system working. (2 years’ experience)
  • Computer packages essential.
  • Good listening, verbal and written communication essential.
  • Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
  • Excellent/Good knowledge on Bidvest Facilities Management products.
  • Thorough knowledge on most Bidvest Facilities Management systems essential.
  • Experience in management report writing essential.

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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