in the Protection of Personal Information Act, Act 4 of 2013 (“POPIA”).
resolution satisfaction and ensure that customer Service Level Agreement's are met. Manage Support Technicians and assign all incoming calls to drive Service Level Agreements (SLA's) achievement for customer satisfaction of calls logged. Monitor service request Service Level Agreement's and advise all relevant teams of potential computerised reports Ability to interpret Service Level Agreements reports Ability to plan and manage routes
escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with
escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with
members are motivated to perform at their highest level Financial Management Collate and recommend Overtime Ensure alignment to Profit and Loss of the campaign. Level of Authority Works according to standard guidelines manager May refer to regulatory requirements, service level agreements and company procedures prior to referring in a team of up to 6-7 colleagues of a similar level. Role Dependant – budget / single vs multiple customer defining performance standards and meeting service levels; manage resources. Leadership skills: ability to
Designated Sites
Maintain service levels
Complete customer focus
Pro-active inputs
Ensure a valid Service Level Agreement (SLA) exists
Know all the SLA terms
with agreed Service Level Agreements (SLAs)
Ability to communicate on high level
Self-motivated
levels
Sound level of skill in the use Microsoft Office Suite; Sound time management skills; High level of confidentiality
Sound level of skill in the use Microsoft Office Suite; Sound time management skills; High level of confidentiality
Analyze statistics to determine customer service levels Use quality monitoring data management systems call calibration sessions Analyze customer service levels Take corrective action to rectify deficiencies