We are looking for Call or Incident Coordinator to be based full time at our Midrand offices. The Incident and requests from initiation to completion. The Call or Incident Coordinator is responsible for successful coordination of a request until total closure. Adherence to call lifecycle processes and procedures. Ensure the phone times Ensure 98% of all calls are answered within 30 seconds. Update the call at least once a day with business and the customer Ensure the call classification matches the call description Ensure detailed and
requests from varied inbound sources into the companys Call Management System.
Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements requests from varied inbound sources into the company's Call Management System. Required to ensure that every can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined Client specific processes Ensure that 98% of all calls are answered within 30seconds Accountable for effective Accountable to confirm customers' information Update the call at least once a day with all correspondences and
-Develop and implement databases, data collection systems, data analytics and other strategies
/>-Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant
Management (WFM) - Data Analyst Data Collection and Cleaning: Collecting data from various sources, including
Management (WFM) - Data Analyst Data Collection and Cleaning: Collecting data from various sources, including
team. Role Mission Ensuring that all Open Service calls are resolved within the stipulated timeframes, by architecture and platforms. Participate in a 24x7 call-out rota when required, and scheduled overtime during
support. Interaction with clients through meetings, calls, and emails. Handling Tickets and Tasks with the Executing analysis and resolution of Production Support calls. Raising Change Requests (CRs) and writing Functional
investigate large data related postpaid invoicing, collections, and user insights. The main aim of the role