Business Support Specialist

SUMMARY:
A company in Pretoria is looking for a Business Support Specialist to ensure provision of a range of specialist functions whose ultimate aim is to provide business analysis support to maintain and supports. The specialist support includes manpower planning, forecasts, staffing, shifts including holiday and out of hour scheduling, Customer Service Technology support, trend analysis and reports supporting all other areas of the Customer Service department, enabling them to function smoothly both on a day to day basis and as regards longer term development. To ensure smooth running of Customer Services business Tools and Technology taking initiative to ensure it is constantly reviewed and that recommendations to improve productivity and cost reduction is made, by addressing technical issues effectively and on time. Ensuring the smooth running of Customer Service telecoms network, telecommunications tools and network. Ensure that technical issues are addressed effectively and in a timely fashion. Systems ensuring that Customer Service Team can perform their tasks seamlessly.

POSITION INFO:
To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs.
To implement ISO standards and companies policies and procedures at all times.
To ensure awareness of and adherence to all required policies and procedures with the team.
To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.
Assist in maintaining technical operations of Customer
Services, specifically PABX, ACD, AVAYA, GCCU,CSV,GEMA, MCT and all DHL in house applications, ensuring that all systems are available 24hours a day, 7 days a week, 365 days per year.
Carry out first level technical support to CS users.
Take appropriate action to repair/replace equipment which is not functioning correctly, including wallboards, telephones, headsets, monitors and laptops.
Ensure knowledge of CS applications are kept updated Collect, analyse and store data for all CS activities to support forecasting, scheduling, reporting, budgeting, cost management, individual performance and disciplinary needs.
Escalate issues with CS and Telephony applications to appropriate IT and CS contacts to ensure that they are resolved quickly by IT.
Set up new hires with correct login details and remove staff that have left (housekeeping of systems).
Keep all CS Alias’s up to date.
Manage the provision of specific contact centre and switchboard support to ensure maximum availability of the technologies involved, including ACD; PABX; GCCU, PC/Desktop applications; voice logger etc.
Co-ordinate the scheduling of shifts based on forecast volumes; anticipated staff leave and other events impacting on workforce requirements.
Monitor and manage staff leave requests for the department as a whole to ensure all areas are adequately staffed.
Use manual forecasting and scheduling techniques to ensure the correct number of staff are scheduled for each shift to ensure optimal staffing levels to meet all KPI’s.
Liaise with Local IT to ensure all equipment entering or leaving Customer Services including the completion of necessary administration with regards to repairs and replacements.
Complete ordering process for the purchase of any new equipment required by Customer Service Staff through respective purchase ordering tool.
Manage specific project resources to support change and development initiatives within the CS function, e.g. Contact Centre, GEMA, CSV, PCS, CS Combine, MCT, KART, all CS Processes, Procedures and ‘must do’s’, to enhance Customer
Service’s user friendly and productive environment.
Establish and monitor Service Level Agreements with other parts of the Organization and External Suppliers.
Assist in various testing phases of a project through to successful sign off ensuring that all details are recorded in the agreed documentation (e.g. UAT for CS applications.)
Assist CS management with the compilation of various daily, weekly and monthly reports to analyse performance.
Produce and update monthly incentive calculators for CS management.
Detailed reports to relevant Managers regarding staff abuse of telephones.
Quarterly and Monthly SMT meeting preparation of all statistics regarding CS.
All reports requested to be submitted accurately and on time
Any issues with meeting the deadlines set to be communicated in advance
Responsible for completion of user application forms with regards to IT.
Assist in completing cheque requisitions and loading items on GET for the Customer Service Department.
Co-ordinate stationary supplies for Customer Services team.
The Business Support Analyst is responsible for the collection and storing of Customer Service data, analysis and dissemination of management information reports (daily, weekly and monthly) in accordance with the set Regional Office deadlines and ISO Quality guidelines.
Compile a weekly systems downtime report with regard to technical issues experienced by CS users to assist local IT and APIS to establish root cause and issue resolution.
Assist Customer Service Development Manager with setting up automated reports and other spread sheets.
The Business Support Specialist is responsible for ensuring all application tools used are deployed and utilized correctly in the Frontline teams. These include but are not limited to:
- GEMA
- NPTS
- MCT
- CSV
- KART
- GCCU/WFM
Adherence to Schedule and AUX Code usage Consistently meet and exceed all KPI’s set for the position
Identify root causes when these are missed, and take action to address them
Keep direct manager informed of all issues likely to impact on departmental KPI’s
The advisor is to adhere to the service standards and other targets set by management.
From time to time the advisor will be required to perform duties outside of the standard job description, as designated by management.
Handle any other business tasks assigned by Supervisor and/or Manager in line with instruction given. This profile can be reviewed and enriched at any time.

NB! This job is now closed. You can apply for other jobs by uploading your CV.