Sizwe Africa IT Group has a vacancy for an IT NOC Supervisor, in our Service Delivery department, Gauteng, Samrand. The purpose of the position is to ensure effective and efficient incident administration and management of incoming and outgoing calls, up to the point of final resolution.<\/p>\n
Should you not receive communication within two weeks of vacancy close date, please consider your application unsuccessful.<\/p>\n
Only shortlisted candidates will be contacted.<\/p>\n
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Job Title: IT NOC Supervisor<\/strong> Job Summary:<\/strong> Familiarisation, adherence and compliance with all company policies and procedures. Supervise Call Management:<\/strong><\/p>\n \u2022 Call logging<\/p>\n \u2022 Call Assignment<\/p>\n \u2022 Call information verification<\/p>\n \u2022 Call monitoring and update<\/p>\n \u2022 Call closure<\/p>\n Supervise Call Administration:<\/strong><\/p>\n \u2022 Technical reports and system updates<\/p>\n \u2022 Coach & guide new agents<\/p>\n \u2022 Review performance<\/p>\n \u2022 Ensure the agents develop the necessary skills and competencies<\/p>\n \u2022 Ensure targets are reached<\/p>\n Super Client Relationships:<\/strong><\/p>\n \u2022 Maintain a professional relationship with clients to promote goodwill of the company<\/p>\n Supervision of subordinates:<\/strong><\/p>\n \u2022 Supervise the effective functioning of Call Desk Agent(s)<\/p>\n \u2022 Conduct performance assessments for subordinates<\/p>\n \u2022 Four to six years\u2019 relevant experience, preferably in a customer service\/help desk environment<\/p>\n \u2022 Minimum two years\u2019 supervisory experience.<\/p>\n \u2022 Support the Service Desk during scheduled Hours of Operation and provide after-hour or on-call support<\/p>\n \u2022 Set expectations and measure performance of the Service Desk<\/p>\n \u2022 Oversee the Service Request and Incident Management Processes confirming all internal and external Service Level Agreements are met.<\/p>\n \u2022 Monitor and manage phone queue (participating in escalated calls where required).<\/p>\n \u2022 Manage Client relationships<\/p>\n \u2022 Review survey feedback to improve services and support<\/p>\n \u2022 Set objectives for the Service Desk quality and productivity measures<\/p>\n \u2022 Mentor and evaluate reports to ensure Customer SLA is met<\/p>\n \u2022 Excellent English communicative skills- experience writing reports and interpretations<\/p>\n Self Development:<\/strong><\/p>\n * Responsible for self-development by keeping abreast of new development by following the applicable processes and procedures;<\/p>\n * Willingness for additional responsibilities and assisting managers during low activity periods;<\/p>\n * Any ad hoc function required to perform from management from time to time<\/p>\n Desired Experience & Qualification:<\/strong> Education: (Minimum level required to perform the job)<\/p>\n School: Grade 12 or equivalent NQF level 4 qualification<\/p>\n Professional \/ Tertiary: Call Centre \/ Communication Skills course<\/p>\n
\nLocation:<\/strong> Samrand<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nInternal Policies, procedures and processes<\/p>\n
\nFamiliarisation, adherence and compliance with all applicable ISO 9000 processes and procedures<\/p>\n
\nPOSITIONS SPECIFICATIONS:<\/strong><\/p>\n