OPERATIONS SUPPORT MANAGER

Recruiter:

IT STAFFING

Job Ref:

OSM

Date posted:

Thursday, May 12, 2022

Location:

stellenbosch, Western Cape, South Africa

Salary:

sal + ben

SUMMARY:
Leading ISP is recruiting for a experienced Operations Support Manager

JOB DESCRIPTION:

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

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

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OPERATIONS SUPPORT MANAGER

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