Support

Contact Centre Operations Support at EOH

  • Temporary Senior position

  • North West

  • Undisclosed cost to company

  • Job 2069819 | Ref CC

  • Posted 14 Feb 2017 by TSS Managed Services


About the Position

EOH has an opening for a Contact Center Supervisor to undertake the following duties

Duties

  • Process service requests logged.
  • Handle repairs - Book device in, arrange collection, provide feedback, and arrange delivery back to site.
  • Quotes for outright purchase for device.
  • First call resolution customer care with regards to queries and applications e.g. providing relevant documents.
  • Validate the customer base and correct errors.
  • Out of box failures.
  • Sales support with regards to advice on packages and handsets/devices.
  • In house mobile support i.e. new employees' introduction to customer's mobile device set-up.
  • Account enquiries i.e. on detail billing, payments etc.
  • Assist with a roll-out e.g. upgrades and migrations.
  • Provide advice and assistance by educating the end-user on value added mobile services e.g. International roaming, MMS, BBM.
  • Assisting with the activation of value added services such as international roaming, MMS and SMS
  • Facilitate workshops as educational sessions for end users. (Understand the elements of service delivery.)
  • Inventory management - This is the management of loan phones and SIM cards.
  • Compile and provide standard set of reports. Standard reports are defined as any report that resides in Infoweb and that does not require any development to produce the report.
  • Monitor performance of SLA.
  • Maintain SLA targets.
  • Application support e.g. Provide first line support for Converged Portal or Spend Manager
  • Management support - Quarterly management review meetings.
  • Network escalation.
  • Service improvement process in connection with continuous improvement.
  • Training regarding process and policy.
  • First line support for Managed Blackberry Support Services - if applicable
  • Request non-standard reports. A non-standard report is defined as any report requiring development of Info web to product the report or any report residing on a system other than Infoweb. Please note that if a report does not reside on Infoweb then the customer must provide the Onsite resource with access to the system.

QUALIFICATIONS AND EXPERIENCE

  • Matric & 3 year relevant Diploma/Degree or 3 year relevant Diploma/Degree
  • Contact Centre Operations experience
  • Telecommunication Industry
  • Minimum of 3 years relevant experience
  • Supervisory or Management experience
  • Business Analyst Experience and Knowledge
  • Call Centre Outsource experience

Desired Skills

  • â—¾Compile and provide standard set of reports

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Expires in 22 days

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