Ops Manager: Call Desk

BCXP; Centurion; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in IT services is seeking a Customer First Centre Supervisor to oversee service desk operations and ensure high-quality service delivery. The ideal candidate will have a strong background in service management, with a focus on performance, training, and customer satisfaction. This position requires a relevant qualification and several years of service center management experience, with responsibilities that include staff supervision, continuous improvement of operations, and maintaining customer relationships.

Qualifications

• 3 years’ experience in service centre management or Grade 12 & 5 years’ experience.
• Drivers Licence and Reliable Vehicle required.

Responsibilities

• Supervise IT Service Desk operations daily to enhance service excellence.
• Manage team performance, conduct training, and handle escalations.
• Create standards of work and ensure compliance with service level agreements.

Skills

Customer Experience Management

Service Management

Education

NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology

NQF 4: Grade 12

Job description

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Responsible to supervise the Customer First Centre (CFC) IT Service Desk operations daily to enhance service excellence towards customers, in accordance with contractual obligations as per operational and service level agreements which includes but not limited to Resource planning, People management, Performance management, handling escalations, handling disciplinary issues

Key Deliverables / Primary Functions

• Coordinate the delegation of duties and tasks to service representatives and operational specialists and monitor the supervision of inbound, outbound and remote telephonic communication with client base.
• Manage time management of operational staff.
• Ensure leave balances of operational staff are well managed and kept on low levels in balance with meeting customer contractual obligations.
• Create standards of work and monitor achievement of team members’ targets and review completed tasks to ensure compliance with service level agreements.
• Address areas of performance / productivity to maximise efficiencies.
• Provide or find solutions to escalated queries.
• Ensure continuous improvement on daily operations are identified and implemented.
• Ensure that regular training sessions are arranged to transfer skills to team members.
• Identify and make recommendations on the mitigation of operational risks.
• Keep abreast of constantly evolving trends in the information technology industry.
• Liaise with other BCX Divisions to achieve departmental goals and maintain relationships with customers and vendors.
• Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.

Core Functional Skills & Capabilities

Customer Experience Management

Service Management

Core Behavioural Competencies

Job Match

Culture Match

Deciding & Initiating Action

Following instructions & procedures

Leading and supervising

Working with people

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology

OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

3 years’ experience in service centre management.

OR

Grade 12 & 5 years’ experience in service centre management.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control : 0

Level of Engagement :Engagement will all levels within the organisation, internal and external to the business

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required