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Client Contact Centre Team Lead
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General Details
Location:
Advertised By:Agency
Company Name:Executive Placements
Job Type:Full-Time
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FORMAL EDUCATION:Grade 12IT Certificate/DiplomaTECHNICAL CERTIFICATION:Successful completion of the ITIL Foundation certification examITIL Practitioner certification advantageousEXPERIENCE:Experience in the IT industry with specific focus on Outsourcing 3 to 5 yearsExperience in Service Support Services and Service Delivery 2 to 3 yearsExperience in the IT Operations Environment will be an advantage 1 yearRESPONSIBILITIES:To take ownership to ensure a functional, effective and efficient Problem Management process across clients, service lines and locationsTo take the leading role in the management of all problems by ensuring efficient root cause and preventative measures are attainedProvide support and coaching to the Service Lines to effectively execute the Problem Management processEffective integration and handover of incidents to Problem Management as defined by existing processesProvide integration and support to the Change Management processes as requiredEnsure effective SLA reporting and required management information in area of responsibilityResponsible for the adherence to ITIL frameworks in area of responsibilityTo take accountability to operate a continuous improvement process to initiate process improvements within area of responsibilityMonitor the overall Problem Management Process against key performance indicators in order to evaluate process qualityOperate a continuous improvement process to initiate process improvements within area of responsibilitySupport incident management with standby and incident management capacityKEY COMPENTENCIES: KNOWLEDGE:Good understanding of business strategies and business process management.Strong technical understanding of hardware, software, application development, operations and networks Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management SKILLS:Strong Problem resolution skillsCommunication skills: ability to express clearly, articulate and encourage open communication.Effective interpersonal presentation and interpersonal skillsDecision making skills: makes decisions and understand the implications of a decisionCustomer relations skills: keep closer to the customer to build relationshipCollaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of businessPERSONAL ATTRIBUTES:Analysing Writing and
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