Regional Operations Coordinator – Ftth Maintenance

INTERNAL VACANCY

Main Objective of the Role

Coordinators are accountable for all installation and maintenance technician teams assigned to their POD / CELLs and their daily activities. This includes, but is not limited to, time management, assignments, quality assurance, effectiveness, ensuring compliance with BritelinkMCT installation standards, daily reporting, and escalation reporting for non-compliance by technicians.

Key Competencies

• Communication skills
• Problem-solving skills
• Interpersonal skills
• Decision-making skills
• Time-management skills
• Team management skills
• People management skills
• Customer service and engagement skills
• Administrative and multi-tasking skills
• Assertiveness and accountability
• Ability to work in a high-paced, rapidly changing environment
• Ability to handle mounting pressure
• Excellent coordination skills
• Flexibility and professional development

Tasks within Key Performance Area

1. Assign available installation jobs to teams in your POD according to booking standards.
2. Schedule jobs to match POD capacity per time slot, ensuring timely arrivals and departures.
3. Manage your POD and team members, including daily tasks, availability, and efficiency.
4. Ensure proper process adherence for work orders from assignment to activation, including escalation and recording when necessary.
5. Accurately capture FSAN numbers and link them to work orders.
6. Maintain correct status for all work orders before and after appointments.
7. Create and manage installation maintenance tickets.
8. Verify active ONT devices and ensure they are live on the portal.
9. Monitor and track tickets until customer activation, with regular follow-up on maintenance tickets.
10. Ensure stock cards contain all relevant installation details.
11. Reference job cards to installations accurately.
12. Handle client communication, follow-ups, escalations, and scheduling adjustments.
13. Determine ticket responsibility and conduct root cause analysis for issues.
14. Contact clients to confirm access and availability.
15. Investigate tickets using FIFO principles.
16. Assign technician jobs effectively, keeping track of their whereabouts and activities.
17. Update QuickBase with technician and appointment details.
18. Maintain daily records of work orders and tickets per technician.
19. Ensure submission of job cards by technicians.

Qualifications and Experience

• Grade 12 or equivalent qualification
• Certificate or diploma in business administration (advantageous)
• Minimum 3 years' experience in call center or customer relations environment
• Proficiency in MS Office, Excel, Word, Email, Internet
• Experience with QuickBase and Salesforce

Note: BritelinkMCT will never ask for payment during recruitment and communicates only via official @britelinkmct.co.za email addresses. Report any suspicious activity.