Shift Service Delivery Co-Ordinator Team Lead

PURPOSE OF THE ROLE

Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources. Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role, without impacting or assuming the function of the A/H Service Desk. Support any issues that may arise at other sites, that impact customer satisfaction, and escalate to site management if required.

MAIN FUNCTIONS OF THE JOB

General

• Adhere to company policies, procedures and processes;
• High quality verbal and written communication with clients;
• Process and update tickets within agreed operation service level agreement and client SLA timelines.

Client Satisfaction

• Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However, it must be noted, that the SDC must ensure that existing staff fulfil the servicing requirements, and the SDC only performs the function when the existing staff fail to and client satisfaction is impacted, or there is a skill or resource shortage; If required to fulfil the functions, the SDC is required to have the knowledge and capability to perform all functions except guarding, remote hands and facilities technical management. However, the A/H SDC must have a can-do attitude to resolve any situation where customer satisfaction impacted;
• Optimise client satisfaction;
• Communicate suggestions & comments and feedback to management;
• Plan and implement preparation activities that may be required for major client deployments, and/or execute on a plan provided by SDM/ management to ensure high client satisfaction.
• Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution and follow-up;
• Accept and log tickets in the agreed queues in the expected turnaround times;
• To process and update tickets in expected turnaround times;
• Potential ticket escalation to other divisions of the business or technical;
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to A/H Call centre or Management if queues are not being managed appropriately, or any tickets are not being accepted for processing within 15 minutes.

Time dependent i.e. no immediate client servicing issues requiring attention, them:

• Process any tickets, normally processed by SDC or SDA office hours team, which are not actioned in-office hours or by the A/H Service Desk, and require attention;
• Review My Team tasks and tickets and assist with clearing any backlog;
• May be required to perform tasks not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Escalation and Reporting

• Assist on-site staff with escalation for support as required e.g. Ozone, network downtime;
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes;
• Prepare and submit any reports that may be required from time to time;
• Report any incidents to management within SLA, where impacting clients requiring notification i.e. act as management eyes and ears for escalation after hours.

Self-Development

• This role is required to operate independent of the SDC team, and therefore it is critical that the individual is a self-starter who is willing to learn operations from other on-site staff, without management oversight in most cases.

Office Hours and Location

• The role is an active role in which the individual is required to actively monitor all components of the site impacting clients, and therefore the person is required to be mobile and active;
• This role is required to work from Friday morning to Monday morning, 06:00 - 18:00 (i.e. this shift includes the weekend);
• This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site, if the client requirements for afterhours support change.

Team Lead Responsibilities

• Conduct weekly KPI meetings with the Shift Service Delivery Coordinators to monitor performance improvement.
• Conduct weekly team sessions and coach on improvement initiatives.
• Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance.
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members.
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA.
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps.
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation).

SKILLS REQUIREMENT

• Exceptional communication skills;
• Excellent administrative skills are critical;
• Active listening – ability to understand requirements;
• Ability to communicate in English, and any other RSA language beneficial;
• Proactive problem solver;
• Ability to work independently & a positive team player;
• Self-motivated;
• Ability to lead or positively influence others;
• Conducts self professionally, exhibits high levels of tolerance and patience;
• Responsible for continued learning and self-development;
• Team player;
• Good time keeping.

QUALIFICATIONS AND EXPERIENCE

• Matric;
• 2 years relevant working experience;
• IT IL preferred;
• Microsoft Office skills;
• Understanding of Wireless solutions preferred;
• Strong understanding of networks and cabling (fibre optic and copper).