MAIN PURPOSE OF JOB:

- Effectively manage all shift resources to ensure acceptable service levels
- Effectively manage all aspects on the shift
- Effectively assists shift manager / control room managers in smooth running in the Control Room

QUALIFICATION & EXPERIENCE:

• Matric
• CO1
• Grade C
• Literate in English(Written & Verbal)
• Must have report writing skills
• Telephone etiquette
• Computer Literate
• Call Centre / Control room background – environment

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Ability to work shifts
• Good interpersonal skills to be able to deal with clients at all levels
• Good communication skills (speak & write)
• Ability to handle pressure
• Able to work independently
• Prepared to work overtime as required
• Must be able to motivate employees

INTERNAL CLIENTS:

Other internal departments

EXTERNAL CLIENTS:

Client base service providers

Staff Management

Manage Attendance / Staff Turnover / Overtime / Drive EHS standards & targets 

Staff Efficiency

Manage average acknowledgment time / finish time / response time / phone back time / despatch time

Staff Productivity

Manage inbound standards / staff monthly appraisals

Service quality

Quality management of staff  / manage complaints & compliments

Training

SOP training & assessments / Toolbox talks / parades

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.  Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.