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<strong>Key Accountabilities<br><br></strong><ul><li> Manages and is responsible for day-to-day activities of one or more unit of operations.</li><li> Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.</li><li> Manage the daily/weekly/monthly P&L</li><li> Develop annual operating budgets and provide fiscal direction of the department.</li><li> Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.</li><li> Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.</li><li> Spends time on floor to audit current procedures to monitor and improve efficiency of operations.</li><li> Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.</li><li> Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.</li><li> Participate in monthly and quarterly ATAC meetings.</li><li> Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.</li><li> Participates in the development and implementation of unit policies and procedures.</li><li> Participate in client meetings as required.</li><li> Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.</li><li> Ensure all du policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper du Management immediately.</li><li> Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned<br><br></li></ul><strong>Qualifications<br><br></strong><ul><li>Bachelors Degree in IT / Computer Science or relevant field</li><li>CCNA/CCNP/ITIL / Data Center CDCP Certification preferred<br><br></li></ul><strong>Experience<br><br></strong><ul><li>A minimum 5 years of experience preferably in Service Management within an International IT / Telecommunications organization. </li><li>Experience Service Support and Delivery role.</li><li>Good understanding of ITIL for service management<br><br></li></ul><strong>Skills<br><br></strong><ul><li>Good knowledge of Cloud Services (VMware and Open stack)</li><li>Keyboard proficiency and PC skills (MS Office and MS Outlook).</li><li>Customer Service focused and Sales orientated</li><li>Team player</li><li>Flexible approach towards work</li><li>Self-motivated / Self-starter</li><li>Problem solving / Analytical skills</li><li>Strong communication skills written and verbal in English</li></ul>
