Job Description

ROLE PURPOSE
Management of the alarm and request analysis, system utilization, planning and scheduling resources, dispatching, end-to-end activity management, and commercials to ensure work is executed in accordance with Engineering and/or Industry best Standards, Contractual and Service level agreements. Work in collaborations with all the departments in reviewing,
developing and implementing efficient and effective systems and processes for continuous improvement that exceed customer expectation.
MAIN OUTPUTS

• Partner with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that will drive the project to new heights.
• Monitor and ensure on time service delivery, as per SLA's or as agreed with Client in line with the contract, is met on a daily, weekly and monthly basis.
• Implement key objectives as defined by the organization and core performance areas for the Operations Contact Center resources based on their day-to-day activities supporting our contractual deliverables.
• Supervision and management of Operations Contact Centre resources to ensure optimal and efficient operations at all times.
• Oversee and ensure that the Operations Contact Centre resources effectively coordinate the scheduling and movement of the technical field resources and its fleet to execute daily activities in-line with the agreed SLA.
• Leading, facilitating, developing, and implementing relevant resource management process improvements to achieve SLA targets and drive down costs continuously.
• Ensure analytic principles are applied as part of the automated and proactive NOC functions.
• Oversee request management and the restoration of services (incident management) are carried out within a timely and efficient manner while ensuring consistent communication to executives, regional field managers, and the client is delivered.
• Ensure that the continual use of multiple systems to bring efficiency and to influence field operations for proactive outcome.
• Continuous benchmarking of systems to ensure Operational Contact Centre remains efficient with managing outputs within the most effective process(es).
• Assumes the responsibility of seeing through critical customer/ HR matters that are beyond the control of the resources and their line management team(s).
• Pro-actively identify possible failures and immediately make means to mitigate the impact of the failure by coordinating and taking charge of the dispatch of the field force that will be required to resolve the fault.
• Works with the supervisory and agents to manage multiple priorities and the resolution of each within the agreed SLA.
• Develop Standard Operation Procedure documents that are aligned with the stipulated scope of work provided by the client as well as oversee that the Operational Contact Centre resources operate in accordance when executing their daily activities. Ensure the documents are also kept up to date annually.
• Works with senior management using historical data, trend analysis and forecasts to assure staffing levels are adequate to manage operations and workflow as well as ensuring the most efficient ticket handling practices are followed.
• Pro-actively interact and engage with Operational Management to understand areas of improvement and ensure that turn-around times are shortened to continuously improve customer satisfaction.
• Ensure relevant feedback, information and reports are prepared, submitted, and presented to various stakeholders on all aspects of service delivery and profitability for various contracts.
• Pro-active management of all applicable SAP and integrated system(s) statuses within acceptable/contracted aging timeframes.
• Monitor the productivity of all Human Capital allocated to operations and the department and ensure that all human capital and other resources operate efficiently. Effectively deal with non-performance and behavior which might jeopardize Bidvest FM standing with the Client and or does not support company values and strategies.
• Proactively manage commercial aspects, e.g. overtime, leave, S&T, etc. of the Operational Contact Centre resources within defined budget
• Monitor and report on contract commercial impact by the Operational Contact Centre utilizing avenues provided by the business. i.e. BI reports and agent SLA mapping, etc.
• Coaching, mentoring and counseling of staff not performing to the required standards and ensuring that employees improve on performance gaps highlighted during informal sessions and performance appraisals.
• Contribute to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
• Ensure IMS compliance, Health & Safety is a primary function, and all mechanisms, processes and procedures are in place, monitored and adhered to always.
• Ensuring through Supply Chain that the region has competent and diligent service providers to utilize in cases of third party Adhoc work as well as emergencies and that such service providers are compliant with Bidvest FM BBBEE strategy, contractual deliverables as well as all associated processes and procedures.
• Team utilization mapping and management on a daily through systems and line management.

Weekly management and performance meetings and reporting thereof.
Knowledge / Qualifications and experience

• National Diploma or Degree in Commercial/Facility Management or Engineering Studies OR bachelors degree / Diploma in Resource Planning / Logistics
• Facilities and Telecommunication registration preferred
• Grade 12
• Valid SA Drivers License
• Minimum 8 Years in Management position with exposure to analytics, planning and scheduling including exposure to Technical Network Operation Centre. Ideally have exposure to SAP maintenance management system or any other Automated Maintenance Management System

• Technical qualification, Commercial qualification, National Contact Centre Management, Project Management Skills, Maintenance, Planning, and Quality Management
• ISO Standards, IMS (Integrated Management System), Auditing preferred

TECHNICAL / CORE COMPETENCIES:
Technical / Core Training

• Technical qualification, Commercial qualification, National Contact Centre Management, Project Management Skills, Maintenance, Planning, and Quality Management

Statutory Training

• ISO Standards, IMS (Integrated Management System), Auditing, preferred

Business Management

• Planning and Scheduling Principles
• Process engineering
• Logistics and Inventory Management
• Basic Project Management
• Critical Thinking and analytics

Financial Management

• Contract Commercial Management
• Budget Management
• Asset Management

Facilities Management

• Fundamentals of Facilities Management
• Customer and stakeholder Relations
• Supplier Management
• Engineering Principles

IT Training (General MS etc.)

• Microsoft Offices, Proficient in Excel/Access, MS office packages
• SAP Knowledge
• Alarm monitoring and management tools
• System integration

Health & Safety Training

• Occupational Health and Safety Act

Basic Human Resource Management

• Employee relations
• Couching and mentoring
• Succession planning

Skills Required