| Date | 2024-06-09 |
|---|---|
| Job Title | Managed Services Manager |
| Employer | HandPicked Recruitment More Information |
| Salary | 0 |
| Category | Sales Marketing |
| Location |
Gauteng / Centurion |
Job Summary
Minimum
Requirements:
- Matric and a bachelor’s degree/diploma or equivalent in Business Administration, Information Technology, or a related field.
- Certification in ITIL or other relevant frameworks would be beneficial but not a must.
- 5+ Years in Call Centre or Customer Support Management role
- Extensive experience in managing a team within a call center or customer support environment.
- Experience in overseeing 24/7 operations is highly desirable
- Strong ability to interpret and analyse data.
- Proficiency in using analytical tools and software (e.g., Power BI, ClickView, Excel, CRM systems, call centre software).
- Accuracy in handling data and reports.
- Keen eye for identifying trends, anomalies, and areas for improvement.
- Excellent ability to prepare detailed and comprehensive reports.
- Strong technical writing skills for documentation and communication purposes.
- Familiarity with call centre technologies and software.
- Basic understanding of IT service management principles (ITIL certification is a plus).
Duties are, but not limited to:
- Oversee daily operations of the call centre to ensure high levels of customer satisfaction.
- Schedule and manage staff to maintain 24/7 coverage.
- Implement and monitor call centre metrics to ensure efficiency and quality of service.
- Supervise the Support Staff, ensuring they perform their duties effectively and efficiently.
- Oversee the monitoring and maintenance of support systems to ensure optimal performance.
- Coordinate with the Support team to resolve technical issues and minimize downtime.
- Analyse call centre and network operations data to identify trends, issues, and opportunities for improvement.
- Prepare detailed reports and presentations on call centre and network performance and customer feedback.
- Develop and implement strategies based on data analysis to enhance service delivery and Support reliability.
- Ensure timely and effective resolution of customer issues.
- Handle escalated customer concerns and complaints.
- Coordinate with other departments to resolve issues.
- Identify and implement best practices for call center and network operations.
- Continuously evaluate and improve support processes and systems.
- Stay updated on industry trends and technologies to ensure the call center and network operations remain competitive.
- Communicate effectively with customers, team members, and senior management.
- Collaborate with other departments to ensure alignment and support of overall company goals.
- Create and maintain comprehensive documentation of support processes and policies.
- Allocate resources effectively to meet operational demands.
- Manage budgets and ensure cost-effective operations.
- Develop and implement plans to handle emergencies and unexpected issues in the call centre and Support operations.
- Lead the response to critical incidents, ensuring minimal impact on services.
Please note: Only shortlisted candidates will be contacted
Managed Services Manager position available in Gauteng, Centurion. This job position was posted by HandPicked Recruitment. The job has been posted as a char8000 ad on 2024-06-09 at 01:00:24 in the Sales Marketing category
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