OPERATIONS SUPPORT MANAGER

OPERATIONS SUPPORT MANAGER - WHOLESALE

LOCATION - Stellenbosch (Hybrid role, work at least 3-days a week on-site, Stellenbosch)

DESCRIPTION

• The OSM is responsible for overseeing the daily operations of the wholesale support team,

whilst ensuring overall efficiency and continuous improvement.

This includes the onboarding of new customers (orders), supporting existing customers and billing and revenue collections;

• (Fulfilment, Assurance and Billing).

Key Responsibility Areas:

The following are key deliverables for this role:

• Weekly leads management
• Being responsible for receiving, assigning, tracking and returning leads from and to the wholesale customers.
• Manage delivery exceptions
• Being responsible for tracking all leads, escalating on late-deliveries and raising improvements in MOS to ensure overall performance improvements on problems that keep arising.
• Key point person for customer escalations
• Responsible for fielding customer escalations, obtaining timeous input from each region, leading the compilation of action plans and managing the customer expectation
• Reporting
• Being responsible for creating clear, actionable reports to keep all stakeholders abreast of progress and concerns
• Continuous Improvement
• Assess the proficiency and efficiency of the team
• Design and implement new workflows to improve customer experience and / or operational efficiency
• Coach and develop the team to improve their outputs

Key Competencies:

• At least 3-years'' experience working in a direct customer-facing role
• At least 3-years’ experience managing a support environment within a Telco
• General experience in a Telco environment is essential
• Strong Wireless and Fibre network knowledge at a business / enterprise level
• Strong Project Management skills are required
• Strong analytical, organizational, and time management skills.
• Excellent interpersonal, motivational, communication, and customer service skills
• Computer literacy is required
• Must be flexible and solution orientated
• Must be goal driven
• Demonstrate a high level of emotional intelligence
• Must be able to work independently and be a team-player
• Good understanding of Helpdesk functions and processes

EDUCATION

• Matric
• Degree or Diploma in Operations Management or related field of studies is advantageous