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Senior Operations Specialist (DStv Internet) needed at MultiChoice

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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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