Senior Operations Specialist (DStv Internet) needed at MultiChoice
Job title : Senior Operations Specialist (DStv Internet)
Job Location : Gauteng, Randburg
Deadline : December 02, 2024
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Key Performance Objectives
Tasks
Process Improvement & Operational Support
- Analyze existing Internet operational processes to identify gaps, inefficiencies or bottlenecks.
- Develop and implement process improvements to enhance productivity and reduce costs.
- Collaborate with cross-functional teams to ensure smooth integration of new processes.
- Monitor the impact of process changes and adjust as necessary.
- Provide guidance and support for Customer Operations and well as other support teams within the organization.
- Assist in resolving complex operational issues that arise in day-to-day activities.
- Act as a liaison between operations and other departments to facilitate effective communication and collaboration.
- Support the implementation of new technologies or systems that enhance operational capabilities.
Eliminating & Preventing Disruptions
- Perform trend analysis to identify systemic issues experienced by customers.
- Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support.
- Develop proposals for fixing items escalated.
- Analyze escalations to Product support team to predict larger potential problems.
- Work with EBS, Finance, BT etc. to prevent larger scale problems from occurring.
Performance Monitoring and Reporting
- Develop and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
- Prepare regular reports on operational performance, highlighting areas of success and those needing improvement.
- Use data analytics to identify trends, patterns, and insights that can drive strategic decision-making.
- Present findings and recommendations to senior management in a clear and actionable manner.
Quality Assurance/ Training and Compliance
- Ensure that internet operations comply with relevant regulations, standards, and company policies.
- Implement and maintain quality assurance processes to guarantee high standards of service delivery.
- Conduct regular audits to verify compliance and identify areas for improvement.
- Work with the training team to develop training programs to ensure that staff are equipped to support customers on internet related items.
Qualifications
- A bachelor’s degree in any service related qualification
- A Post Graduate qualification will be advantageous
Experience
- A minimum of 5 – 8 years’ work experience, in a technology; telecommunications-related environment
- Familiarity with various internet service providers, technologies, and equipment.
- Experience diagnosing and resolving complex technical issues.
- Strong understanding of internet protocols (TCP/IP, HTTP, DNS) and networking concepts.
- Ability to manage technical projects and coordinate with cross-functional teams
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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