Management Agent JHB - Johannesburg
IT Empowerment Consulting
To ensure correct allocation of calls, follow-up on call closure as well as first time fix, and to close the loop by providing feedback on customer call resolution satisfaction and ensure that customer Service Level Agreement's are met. Manage Support Technicians (STs) to drive customer service excellence. Address and assign all incoming calls to drive Service Level Agreements (SLA's) achievement for customer satisfaction Plan and allocate STs to calls according to skills set and geographical location to ensure the correct ST attends to the correct client whilst not incurring too much travel costs. Capture information on Astea i.e. the call management system. Ensure that accuracy is maintained, and turnaround of calls logged. Monitor service request Service Level Agreement's and advise all relevant teams of potential violations. Adhere to Quality Management System procedures. Conduct quality assurance check on all service orders results. Review incomplete incidents with Support Technicians and ensure that they are updated with the latest status Do planning of carry over incidents with the STs to ensure that Estimated Time Arrivals (ETA's) are arranged and met. Ensure that all increases are applied to Time and Material rates and the Customer billing rules are updated Daily reporting on various accounts Grade 12 Knowledge of Astea (preferable) 1 – 2 years' experience in call management within the IT managed services industry Computer Literacy (Excel, Word, Internet, e-mail) A very good ability to use ASTEA work order management Ability to draw computerised reports Ability to interpret Service Level Agreements reports Ability to plan and manage routes .
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