Coordinator: Field Agent for BCX | Remote SA
Core Description
The position is responsible for distributing work to Field Agents, conducting site readiness of customer sites prior to distribution of work, conducting Quality Assessments on completed work, ensuring that all distributed work is attended to within the pre-arranged scheduled time and resolving customer queries
Key Deliverables / Primary Functions
- Monitor and manage internal group functions tasks with the team to ensure adherence to SLAs by field agents.
- Create a robust incident-management action plan and monitor the team that drives the BU MTTI and MTTR
- Delegate tasks with clear instructions to distribute work evenly accurately and correctly.
- Ensure on- site readiness and follow up phone calls.
- Manage and minimise escalations on internal and external customer queries as well as resolving issues on electronic and manual PODs!
- Manage distribution of work tickets to ensure that the tasks are executed correctly, accurately, and timeously to Field Agents, this can include site readiness or customer sites prior to distribution of work conducting Quality Assessments on completed work.
- Preparation, compilation, sorting and capturing data.
- Encourage effective teamwork and drive improvement performance via reports and weekly activities.
- Optimise area of responsibility by streamlining workflows when needed.
- Compile and submit monthly overview and special projects report.
- Source and onboarding technical partners for new work/3rd party contract management.
Core Behavioural Competencies
- Working with people
- Adhering to principles and values
- Coping with pressures & setbacks
- Following instructions & procedures
- Writing and Reporting
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Experience
2 years’ experience in IT Service Management or IT Field Services
