Team Lead Segment Support

SUMMARY:
Our client, a leader in the Telecommunications industry, is looking for a Team Lead Segment Support. The main purpose is to be the interface between Fixed Commercial Operations Order Capture and all relevant stakeholders (Sales, PMO, Credit and Risk, SFAAdmin, Managed Service Provider, etc.).Maternity replacement cover. 6 month contract. R260 per hour

POSITION INFO:

Key Duties:

Escalations

·         Manage escalations in the Fixed Order Escalations for the relevant sales segment within the required OLA

·         Coordinate the prioritisation of urgent requests with Managed Service Provider

·         Record and report to Business Analyst system-related issues impacting performance

·         Escalating concerns when required regarding Fixed Order Escalations as per Commercial Operations standard operating procedures to ensure that the queries are dealt with effectively and swiftly.

Adherence to OLA Monitoring

·         Monitoring the Service Request queues

·         Monitoring adherence to turnaround times – going through daily reporting

·         Ensuring that the appropriate risks are evaluated, and is applied to each scenario consistently and effectively to minimise impact on both the business and the customer.

·         Create and ensure a climate that is conducive to performance so that the department delivers against targets and objectives.

·         Initiate pro-active and corrective actions as required within allocated time frames.

Proactive Engagement with Stakeholder

·         Sales

o  Attend Weekly Sales meeting with relevant sales segment

o  Prepare weekly performance presentation – Order management and sales performance

·         Managed Service Provider

o  Attend daily connect with the leadership team

·         Credit and Risk

o  Monitoring and resolution of orders in a vetting referred status

·         Project Management Office

o  Attend scoping sessions when required

·         Systems

o  Identify potential barriers to optimising performance of the team (s).

o  Ensure performance impacting system-related issues are timeously resolved

Order Projects

·         Scoping session attendance

·         Project coordination for bulk orders / migrations, etc.

·         Monitoring and evaluating progress towards targets and objectives related to projects (bulk orders)

·         Provide reporting to the relevant stakeholders

Core competencies, knowledge and experience:

Skills:

• Computer applications
• Interpersonal
• Communication
• Negotiation
• Conflict handling
• Problem solving
• Customer service
• Time Management
• Analytical
• Stress management
• Coordination
• User Acceptance Testing

Knowledge:

• Business environment
• Computer applications (Eppix, Tallyman, MII,  MS Office, Siebel, MSPI)

Attributes:

• Assertive
• Empathetic
• Attention to detail
• Confidentiality
• Persuasive
• Self-control
• Reliable
• Resilient

Must have technical / professional qualifications and experience:

• Matric - essential
• Minimum of 5 years’ customer-facing experience
• Must have in depth knowledge of Siebel

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