Call Coorddinator - Western Cape, Gauteng, KZN

SUMMARY:
Ulwembu is a leading IT Consulting company and we are looking for the best IT skills from qualified, experienced and energetic professionals! If you are a Senior Integration Specialist that meets all the stipulated requirements applicants with Certificates, send us your CV at bvilakazi@ulwembubs.com or cmthembi@ulwembubs.com

POSITION INFO:

The job functions to be carried out by the call co-ordinators are as follows:

• Manage all incoming, current and aged calls in the call queue for the relevant region
• Assess all calls and attempt remote assistance where possible 
• Assess all calls and ensure they are assigned in accordance to FSA expertise. 
• Call assignment must ensure proper load balancing amongst all onsite FSA''''''''s 
• Manage call pause''''''''s ensure that calls are not paused unnecessarily
• Ensure consistent and detailed updates on all calls by FSA''''''''s 
• Act as a first level escalation point to relevant regional managers
• Co-ordinate and manage all project type calls ensuring the correct level of FSA expertise required is assigned to these tasks. 
• Endeavour to ensure that all calls are attended to within SLA with minimal or NO call pause''''''''s applied. 
• ACT as an escalation point for onsite FSA''''''''s. 
• Handle resource scheduling in accordance to business requirement
• ensure all daily, weekly and monthly reporting is submitted in advance and does not miss deadlines. 

 

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

---