Contact Centre Team Lead - Centurion
Bidvest Facilities Management
ROLE PURPOSE The main responsibility of the Team Leader is to actively monitor progress dispatched and update dates, as well as deal with any escalation in a prompt manner to expedite resolution. MAIN OUTPUTS Key Roles: Continuously monitoring of agent schedule and unscheduled breaks Continuously monitoring of SLA targets 1st line support on all escalations received from our clients. Core Competencies: Monitoring of agent time management: Log in &log out times. Scheduled and unscheduled breaks To be able to effectively use the necessary systems to assess staff quality. 1st line support on all escalations received by our clients. Access issue No feedback from suppliers Other Monitor and manage the updates on the hourly dashboard that is on the escalation group for the provision of the summary of site with outages. Real-time update of LVD report with reason. Real-Time update of generator report Generator size Type On hire date and time Off hire date and time Managing of generators deployed to our sites: Change that ETA’s are supplied and updated. Escalate all non-feedback requests from the Supplier to the supplier management/escalation list. Escalate with Generator supplier of all connections not done within ETA given. Conduct quality checks: Monitoring of all open tickets are correctly categorised. Monitoring of regular updates on all BLV and LVD tickets. Ensure client wallboards are up and running 24/7 Knowledge / Qualifications and experience Grade 12 with N6 and/or Trade Test Electrical. Excellent understanding of ATC processes and ATC system working. (2 years’ experience) Computer packages essential. Good listening, verbal and written communication essential. Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services. Excellent/Good knowledge on Bidvest Facilities Management products. Thorough knowledge on most Bidvest Facilities Management systems essential. Experience in management report writing essential.
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