TEAM LEADER: BPO SERVICE DESK (SHIFTS) Opportunity

Allocate resources according to required skill sets to comply with service requirements (as per

customer SLAs) and ensure that reported queries are responded to within the prescribed time

limits.

Key Responsibility Areas Recommendations and improvements of procedures, processes and workflows; Ensure adherence

of SLA; Manage the escalation of incidents; Post call survey (group performance); Conduct regular

team meetings; Availability (Group performance); Quality of calls (Group performance); QA action

plan.

Qualifications and Experience

Minimum requirement: Matric; 1 – 2 years National Higher Certificate in A+, Call Centre / Help

Desk qualifications and/or equivalent. Experience: 4-5 years Call Centre / BPO Service Centre

Agent experience. Experience must include 2 years Customer Service Experience.

Technical Competencies Description

Knowledge of: Operating Systems (ARS); Quality assurance processes and standards; Full cycle

of logging, classifying, and routing calls according to SLAs; Operational business rules and

processes Skills: Oversight of team, planning, organising and control; People management,

development and empowerment; Communication; Computer Literacy; Problem Solving and

decision making skills; Interpersonal Skills; Numerical Skills; Self management; Client orientation

and Customer Service; Conflict Management.

Other Special Requirements None.

How to apply Kindly send your CV to victor.recruitment@sita.co.za External Closing Date: 05 June 2015

Disclaimer

SITA is Employment Equity employer and this position will be filled based on Employment Equity Plan. Correspondence will be limited to short listed candidates only.

 If you do not hear from us within two months of the closing date, please regard your application as unsuccessful.

 Applications received after the closing date will not be considered, please clearly indicate the reference number of the position you are applying for.

 It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).

 Only candidate who meet the requirements should apply.

 SITA reserves a right not to make an appointment.

 Appointment is subject to getting a positive security clearance, the signing of a balance score card contract, verification of the applicants documents (Qualifications), and reference checking.

 CV’s from Recruitment Agencies will not be accepted