The purpose of the role is to take the lead on call management and coordination with the first-time resolution principle while providing effective support of incidents and requests based on clients SLA\u2019s.<\/p>\n
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Job Title: IT Call Coordination Lead<\/strong> Job Summary:<\/strong>
\nLocation: <\/strong>Midrand<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nOverseeing the ticket management process and Service Desk Agent involved in resolving the incident.
\nManaging calls logged and processing incident reports for review with upper management.
\nResponding to a reported incident , identifying the cause and assigning to a skillful agent.
\nManaging escalations and equipping agents to handle escalated issues.
\nPrioritizing incidents according to their urgency and influence on the business.
\nCollaborating with the Account Manager and Team Leader to ensure that all protocols are diligently followed.
\nManaging and updating the knowledge base.
\nMonitoring the Quality of team\u2019s calls and listening to Level 2 calls.
\nCoaching and mentoring team.
\nUnderstanding the organization\u2019s products, services and processes inside and out.
\nAttending daily stats meeting with managnment and providing reports.
\nUnderstanding the needs of customers and stakeholders and be able to communicate those needs back to the organization.
\nDeveloping an in-depth knowledge of the competition and market trends.
\nServing as a resource for other departments within the company.
\nTraining new employees on the company\u2019s products, services and processes.
\nCreating process maps and flowcharts.
\nConducting research and analysis to support decision-making.
\nProviding input on product development and improvement.
\nTraining new employees on the company\u2019s products, services and processes
\nWriting and editing training materials, user manuals and other documentation.
\nGiving presentations to internal and external audiences.
\nServing as a subject matter expert on company products, services and processes during audits and reviews.<\/p>\n