Manager- Real Time Monitoring and Incident Management.Commercial Oper

MTN SOUTH AFRICA

Job Description The manager of Real Time Analysis and Incident Management twill lead the Real Time Monitor and Issue Incident Management function for Customer Operations and is responsible for monitoring and optimizing customer service performance, volume handling, staffing and schedule adherence; logging and owning issue resolution follow up and communication, impact analysis and reporting on incidents escalated to the Nerve Centre with the end view of enhancing the customer operations service delivery. Responsibilities Input into Operational Planning Lead the development of critical operational input into the short to medium-term plan (6 – 12 months) for the Customer Service Operations Processes and procedures Research and consider best practice, local conditions, trends, as well as competitor activity on service operations support through the nerve centre Contribute towards continuous improvement and innovation to reduce incidents and issues impacting call centre operations Input into identifying ways to fine tune systems in line with changing work practices collaborating with Operations; IS and Continuous Improvement teams Assist in identifying innovative ways to use minimum resources to achieve maximum outputs and achieve service KPI’s Planning and co-ordination of call centre activities to minimise...

South Africa : Western Cape

2023-07-04

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Deloitte Consulting- Energy, Resources & Industrials- Senior Manager

DELOITTE

Company Description Deloitte  is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at  www.deloitte.com. About the division At Deloitte, we collaborate with our industry clients on today’s most pressing, multi-dimensional challenges while uncovering new opportunities for tomorrow by translating deep industry experience into actionable insights and delivering results through innovative capabilities. We’re business integrators who meld strategy, analysis, operations, and technology. At Deloitte Consulting, our Systems Engineering specialists help clients manage the complexity inherent with technology change, from requirements planning to architecture, testing to deployment, and beyond, helping to link their IT programs to organizational goals. And we offer a complete range of industry-leading services, including systems development, solution and platform integration. Job Description What impact will you make? Every day, your work will make an impact that matters,...

South Africa : Western Cape

2022-03-12

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Consulting- Customer and Marketing- Digital Customer- Salesforce –

DELOITTE

Job Description Main Purpose of Job To support engagement teams in delivery of services to / at client premises on delegated engagements / projects.  The Salesforce Marketing Cloud Developer is responsible for understanding business requirements and delivering high quality technical solutions that empower Marketing teams to utilize the Marketing Cloud automation platform. Key Performance areas 1.        Strategic Impact Under guidance, supports the Engagement team in delivery to client in area of competency Uses information through research, documentation, standard processes, provide output for assimilation into the engagement deliverables Identifies opportunities for follow-on work and advise management Assists in preparation of client presentations / discussion documentation Builds business relationships with clients/ staff Gathers information through networking and research to understand broader offerings of Deloitte and awareness of opportunities for cross-selling Raises ideas to address issues in area of expertise that may enhance / renew service offerings to client   2.        Client Impact: External / Internal Contributes to management decisions through pertinent analysis of client, company and industry Communicates regularly with Engagement Manager and team members on status of own deliverables...

South Africa : Western Cape

2022-03-26

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