Bidvest looking for Call Centre Agents

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Job Description

ROLE PURPOSE
The main responsibility of the Team Leader is to actively monitor progress dispatched and update dates, as well as deal with any escalation in a prompt manner to expedite resolution.

MAIN OUTPUTS

  • Key Roles:
    • Continuously monitoring of agent schedule and unscheduled breaks
    • Continuously monitoring of SLA targets
    • 1st line support on all escalations received from our clients.
  • Core Competencies:
    • Monitoring of agent time management:
      1. Log in &log out times.
      2. Scheduled and unscheduled breaks
    • To be able to effectively use the necessary systems to assess staff quality.
    • 1st line support on all escalations received by our clients.
      1. Access issue
      2. No feedback from suppliers
      3. Other
    • Monitor and manage the updates on the hourly dashboard that is on the escalation group for the provision of the summary of site with outages.
    • Real-time update of LVD report with reason.
    • Real-Time update of generator report
      1. Generator size
      2. Type
      3. On hire date and time
      4. Off hire date and time
    • Managing of generators deployed to our sites:
      1. Change that ETA’s are supplied and updated.
      2. Escalate all non-feedback requests from the Supplier to the supplier management/escalation list.
      3. Escalate with Generator supplier of all connections not done within ETA given.
    • Conduct quality checks:
      1. Monitoring of all open tickets are correctly categorised.
      2. Monitoring of regular updates on all BLV and LVD tickets.
    • Ensure client wallboards are up and running 24/7

      Knowledge / Qualifications and experience

      • Grade 12 with N6 and/or Trade Test Electrical.
      • Excellent understanding of ATC processes and ATC system working. (2 years’ experience)
      • Computer packages essential.
      • Good listening, verbal and written communication essential.
      • Good product and process knowledge related to Facilities management, Plant Maintenance, CRM, Property Solution, HR, Supplier Chain, Soft Services and Workplace Services.
      • Excellent/Good knowledge on Bidvest Facilities Management products.
      • Thorough knowledge on most Bidvest Facilities Management systems essential.
      • Experience in management report writing essential.

       

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