{"id":901,"date":"2010-07-22T08:06:33","date_gmt":"2010-07-22T07:06:33","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=901"},"modified":"2013-10-04T15:31:44","modified_gmt":"2013-10-04T13:31:44","slug":"vodacom-south-africa-manager-escalations-csoc","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/vodacom-south-africa-manager-escalations-csoc.html","title":{"rendered":"Vodacom South Africa: Manager Escalations CSOC"},"content":{"rendered":"<p><strong>Vodacom,<\/strong> South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU!<\/p>\n<p>Vodacom is an award winning company and has expanded into Africa. The company is driven by The Vodacom Way which embodies a spirit to win, to deal straight and to sincerely care about everything we do! Vodacom firmly believes that it can enhance people\u2019s lives and empower them. Most of all, those who work for Vodacom will seek to do the impossible. This creates a dynamic and exciting work environment offering opportunities for personal and professional growth.<\/p>\n<p>Vodacom South Africa is seeking to recruit Escalations CSOC Manager<\/p>\n<p>Reference Number: 2604\/AM\/ManEscal\/BB\/Mid<\/p>\n<p><strong>Objectives:<\/strong><\/p>\n<p>\u2022 Manage all aspects of Vodacom Business escalations function.<\/p>\n<p>\u2022 Implement and maintain an ongoing escalations strategy to provide client services to levels in service provisioning and service assurance that meet Vodacom Business and client expectations, that takes account of both technology and operating requirements<\/p>\n<p>\u2022 Co-ordinate alignment of the Escalations Strategy with the product and service development strategy and ensure aligned implementation<\/p>\n<p>\u2022 Optimize the effective and efficient functioning of escalations in context of best-practices on an ongoing basis<\/p>\n<p>\u2022 Manage relationships and contracts with suppliers of tools, systems, applications and services associated with the escalations function.<\/p>\n<p>\u2022 Manage relationships with other functions within Vodacom that are stakeholders in or rely on the Escalations team for service delivery<\/p>\n<p>\u2022 Engage clients and represent Vodacom regarding escalations and events.<\/p>\n<p>\u2022 Set up and maintain relationships with Vodacom Business partners.<\/p>\n<p>\u2022 Deliver reports and report on the service delivery, stability and overall well being.<\/p>\n<p>being of the different Networks, systems and applications on a regular basis<\/p>\n<p><strong>Key Outputs:<\/strong><\/p>\n<p>\u2022 Manage Operations<\/p>\n<p>\u2022 Implement Service Delivery Strategy<\/p>\n<p>\u2022 Manage Human Resources<\/p>\n<p>\u2022 Manage CSOC Service Levels<\/p>\n<p>\u2022 Manage Internal and External Business Relationships<\/p>\n<p>\u2022 Manage and Implement Best-practice, Optimized Processes for the CSOC<\/p>\n<p>\u2022 Manage Quality Assurance<\/p>\n<p>\u2022 Manage Capacity<\/p>\n<p>\u2022 Maintained Policies and Procedures<\/p>\n<p>\u2022 Provided Support<\/p>\n<p>\u2022 Managed Department<\/p>\n<p>\u2022 Managed Reports<\/p>\n<p>\u2022 Maintained Relationship<\/p>\n<p><strong>Competencies:<\/strong><\/p>\n<p><strong>Skills: <\/strong><\/p>\n<p>\u2022 Business Acumen<\/p>\n<p>\u2022 Professional Business Communication<\/p>\n<p>\u2022 Language Proficiency<\/p>\n<p>\u2022 Leadership<\/p>\n<p>\u2022 Analytical<\/p>\n<p>\u2022 Interpersonal Relationships<\/p>\n<p>\u2022 Computer Literacy<\/p>\n<p>\u2022 Research Skills<\/p>\n<p>\u2022 Interpersonal Skills<\/p>\n<p>\u2022 Business Analysis<\/p>\n<p>\u2022 Problem Solving<\/p>\n<p>\u2022 Decision making<\/p>\n<p>\u2022 Delegating<\/p>\n<p>\u2022 Presentation<\/p>\n<p>\u2022 Change Management<\/p>\n<p>\u2022 Facilitation<\/p>\n<p>\u2022 Project Management<\/p>\n<p>\u2022 Time Management<\/p>\n<p><strong>Knowledge: <\/strong><\/p>\n<p>\u2022 Client Service Delivery in 24 x 7, multi-client, multi-service, multi-tiered environment<\/p>\n<p>\u2022 Telecommunications Industry<\/p>\n<p>\u2022 Telecommunication trends and best practice<\/p>\n<p>\u2022 Convergence trends<\/p>\n<p>\u2022 Best practice processes<\/p>\n<p>\u2022 Project Management<\/p>\n<p>\u2022 Employee Relations<\/p>\n<p>\u2022 Corporate business understanding<\/p>\n<p><strong>Attributes: <\/strong><\/p>\n<p>\u2022 Emotional maturity<\/p>\n<p>\u2022 Systematic<\/p>\n<p>\u2022 Assertive<\/p>\n<p>\u2022 Structured<\/p>\n<p>\u2022 Process driven<\/p>\n<p>\u2022 Team player<\/p>\n<p>\u2022 Persuasive<\/p>\n<p>\u2022 Attention to detail<\/p>\n<p>\u2022 Hard working<\/p>\n<p>\u2022 Flexible<\/p>\n<p><strong>Requirements:<\/strong><\/p>\n<p>\u2022 Matric plus a relevant 1 year Certificate (or SAQA accredited equivalent* AND a minimum of 8 years relevant working experience,<\/p>\n<p>OR<\/p>\n<p>\u2022 A relevant 3 year Business or Technical Degree or National Diploma (or SAQA accredited equivalent*) AND a minimum of 5 years relevant working experience<\/p>\n<p>\u2022 ITIL \/ ISO \/ eTOM qualifications (Advantageous)<\/p>\n<p>\u2022 At least 3 years technical experience in the Tier 1 ISP market<\/p>\n<p>\u2022 At least 3 years experience in problem and escalation management<\/p>\n<p>\u2022 SLA Management experience essential<\/p>\n<p>\u2022 Financial and budgeting experience<\/p>\n<p>\u2022 Operational (virtual) team management experience (Advantageous)<\/p>\n<p>* Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that his\/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.<\/p>\n<p><strong>Other:<\/strong><\/p>\n<p>\u2022 Must be prepared to work long hours and travel extensively as and when required.<\/p>\n<p><strong>Employment Equity:<\/strong><\/p>\n<p>The Company\u2019s approved Employment Equity Plan and Targets will be considered as part of the recruitment process.<\/p>\n<p><a href=\"http:\/\/old.vodacom.co.za\/about\/careers.jsp\">Apply online<\/a><\/p>\n<p>Response Deadline:<br \/>\n27\/7\/2010<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vodacom, South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! This may be YOU! Vodacom is an award winning&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[21,3],"tags":[1690],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vodacom South Africa: Manager Escalations CSOC - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"Vodacom, South Africa\u2019s Leading Cellular Network, is on the lookout for talented, energetic and dedicated people to weave the Vodacom magic! 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