Job Description

Company Description
We have an exciting opportunity for a Call Centre Coordinator. The purpose of this role is to Coordinate call centre operations, execute notification and work order processes, manage resources and materials, and drive continuous improvement through effective reporting and administrative support.
We're the best in the industry.
You'll make us better.
Guided by our purpose and our values, we enable both high performance and purposeful action as we aim to "re-imagine mining to improve people's lives", delivering the metals and minerals that make modern life possible - from mobile phones to medicines.
Kumba Iron Ore
We produce high-grade iron ore, the key component in steel, widely used in construction and manufacturing across the world. Our activities include all aspects - exploration; mining; processing and blending; shipping; marketing and selling. In South Africa, we have mining operations in the Northern Cape province, as well as a head office in Centurion, Gauteng, and a port operation in Saldanha Bay, Western Cape.

As our Call Centre Coordinator your responsibilities will include but are not limited to:
Performance and Delivery
Call Centre Coordination

• Attend to all incoming calls and verbal requests.
• Assist with calls unrelated to the Plant or notification process by redirecting or providing advice.
• Evaluate requests according to OM requirements and refer to the decision/risk matrix to prioritise urgent work.

Notification and Work Order Management

• Capture all notifications within the SAP PM platform.
• Assess the urgency of notifications using a risk matrix.
• Report urgent matters to the RRT Foreman and Shift Supervisor.
• Convert notifications into work orders upon approval from the RRT Foreman/Shift Supervisor.
• Release ad-hoc work notifications in SAP for approval or cancellation by the accountable FLM.
• Oversee the confirmation of all urgent work orders in SAP and ensure execution by Call Centre clerks.
• Print created urgent work orders.
• Create urgent 45-order numbers for contractors/technical personnel after hours and liaise with buyers to release orders.

Resource and Material Management

• Order and contact necessary resources specified by the Shift Supervisors/team members.
• Place reservations for materials when notifications are determined to be urgent.
• Create purchase requisitions and purchase orders for materials or parts from the store for artisans and standby personnel.

• Ensure continuous, transparent communication with Plant Engineering Maintenance, Operators, and Supply Chain stakeholders regarding material ordering and delivery.

Reporting and Documentation

• Capture information to generate informative reports on callouts and execute tasks.
• Generate and maintain all reports as established by your direct supervisor.
• Address escalation issues from the Call Centre related to risks in executing urgent work.
• Assist the Call Centre Clerk in ensuring mandatory information is captured on job cards before confirmation in SAP.

Safety and Housekeeping

• Adhere to all safety and health standards and continuously promote good housekeeping.
• Communicate lightning system deviations to sections and alert personnel of approaching or imminent storms via SMS and radio communications.

• Participate actively in safety initiatives, conduct SLAMs, HPHs, relevant Risk Assessments, and close out Safety Actions (where applicable).

Administrative Support

• Perform effective and efficient general office administration, such as diary management and order processing, to support team objectives.
• Order and process overtime meals as required by procedure.
• Adhere to all shift handover procedures.

Process Improvement and Coordination

• Devise better work practices with the relevant stakeholders (e.g., Coordinator Planner) through analysis and process improvement.

• Liaise with RRT Supervisors to ensure awareness of the impact of urgent work requests on plant operations.
• Identify the technical/operational expertise needed to complete work.
• Escalate to Shift Supervisor/Coordinator when required or if unsure.
• Prioritise urgent work requests in coordination with the Coordinator Planner, RRT Foreman, Control Room, and Shift Supervisor.
• Assist the Planner in Plant Operations and the Section Manager, Planning requests as per the Anglo American Operating Model (AAOM) and business requirements.

Standards and Compliance

• Ensure alignment and adherence to all business, OM, and Call Centre standards and procedures.

This role is in Processing (PRO) department on a band 8.7 level reporting to the Section Manager Planning.
Qualifications

• Grade 12 Certificate / N3 Technical
• NQF4 Related Engineering
• SA Drivers Licence

Technical Knowledge

• 3-5 years of relevant call centre/clerical experience in a mining environment.

• Knowledge of MS Office Suite and relevant SAP experience.
• Understand the Urgent Work Matrix.
• Knowledge of equipment components and functionality.
• Understand the Call Centre Functioning, RRT Teams functioning, supply Chain systems, and procedures.
• Awareness of company policies and procedures.
• Knowledge of emergency procedures.
• Awareness of Safety standards.
• Understand how working shifts impact various aspects of life, including physical and emotional well-being.

Additional Information
Who we are?
Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine.
We work together with our key partners and stakeholders to unlock the sustainable value that those resources represent for our shareholders, the communities and countries in which we operate and for society at large. Anglo American is re-imagining mining to improve people's lives.
How we are committed to your safety
Nothing is more important to us than ensuring you return home safely after a day's work. To make that happen, we have the most rigorous safety standards in the industry. Not only that, we're also continually investing in new technologies - from drones to data analytics - that are helping to make mining safer.
Inclusion and Diversity
Anglo American is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential.
How to apply
To apply for this role, please complete our online application form. You will have the opportunity to upload your CV and other relevant documentation as part of this process.

Skills Required