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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