BRIEF ROLE DESCRIPTION:
The main responsibilities are to effectively and efficiently manage client(s) agreed scope of work, within agreed contractual outputs mainly based on service level agreement, through the utilization of alarms, systems and requests, and ensure the value chain process is adhered to timeously. The model is based on activity management principles that comprises of five core functions, i.e. life cycle management, resource planning and management, quotation and purchase order management, technical management and live quality management.
The main attribute of the role is to ensure the Supervisor is to oversee and manage resources within the function responsibilities, to ensure efficiencies while maintaining effective utilization and customer centric outputs. Stakeholder management is critical to not only manage functional team outputs but manage internal and external client expectations. Centralization based on functions, enabling Supervisors to operate across multiple contracts/clients with a hybrid-based structure, i.e. hierarchical and functional, to unlock speed in operations. Supervisor focus is to manage broader scope of agents, strategic implementation, performance tracking and reporting, and Coaching and development within the model.

Broader Scope Management

• Manage functional teams across functions to ensure timeous yet effective yield in productivity
• Ensure annual shift schedules are created and uploaded in SAP and managed quarterly, monthly, weekly and daily
• Ensure cross-functional synergies between functional Supervisors to ensure effective and efficient agent utilization
• Timeously manage effectiveness of team utilization, schedule adherence, breaks and absenteeism

Strategic Implementation
• Involved in strategic planning of the Contact Centre in alignment with Company strategy
• Implement strategy according to segments as defined within functions as part of change management process
• Manage mapped control points within functional processes to ensure adherence to defined processes
• Manage effective and timeous communication within the team on changes
• Identify potential improvements to the defined strategy and raise with Senior Management

Performance Tracking
• Implement and track key performance indicators as defined by client scope of work and best practices within Operational Contact Centres
• Benchmark key performance indicators with industry norms and standards to effect improvement
• Measure key performance indicators per functional agent within responsibility monthly
• Trend key performance indicator failure by function and by agent and manage in accordance with our policies
• Apply required consequence management to repeat failures post all guided interventions in accordance with our policies
• Conduct a quarterly performance review with functional agents and Team Leaders and upload final annual scoring to our performance management system

Reporting
• Issue weekly management reports for key performance indicators, activity management overview (i.e. alarm monitoring, resource management
failures/issues, material management misalignment, failed and outstanding quotations, open purchase order, and failed proof of delivery/service completion forms), service level agreement and resource management highlights and lowlights
• Issue weekly on managed escalations within responsible functions with action plan to resolve reoccurring escalations
• Issue monthly resource management report that analyses functional team utilization, time management, adherence to schedule, and leave management
• Coordinate and assist with weekly quality assurance reporting to ensure seamless technical management
• Coordinate and assist with weekly quote and purchase order management report within responsible function to ensure billing in the same period of activity

Coaching and Development
• Ensure all functional agents are trained within respective functions and have fully understanding of the defined process in according with agreed scope of work for various clients
• Maintain a training register for all functional agents and plan training refreshers according to budget and availability
• Continuously identify and propose training requirement based on functional agents’ performance measurements
• Coach functional agents on gaps and/or failures within the value chain as reported by Team Leaders and noted within key performance indicators
• Build morale through positive culture upkeep and activities

Performance Indicators/Measures
• Understanding of client scope of work and application within functional activities timeously
• Trend analysis on functional agent utilization
• Monthly reporting on functional activity outputs to scope of work and risk matrix with resolution to noted issues
• Ability to take proactive decision
• Conflict management with desired consequence management according to our policies
• Information accuracy throughout value chain of activity
• Commercial standing of functional activities to commercial forecast based on defined scope of work
• Offers knowledgeable, efficient, and friendly service
• Ability to prioritize and coordinate outputs
• Team morale management

Minimum Requirements
• National N Diploma (N6) in a technical field or Contact Centre qualification
• Minimum 3 years’ experience in an Operational Contact Centre with knowledge in activity life cycle management, value chain management, resource planning and management, technical experience in facilities management, quality assurance within facilities management OR quotation and purchase order management within SAP
• Have broad understanding of facilities management principles and core activity management principles.
• License - Valid SA Driver’s License
• Understanding of management operational requirements, e.g. being on standby after working hours
• Reporting on core elements of functions
• Time management within value chain management
• Knowledge and experience of SAP
• Ability to operate on portals and applications
• Ability to operate on web-based systems
• Microsoft office, mainly Excel, Word and PowerPoint
• Client systems, e.g. Archibus, Webforce, IFS/WFM, Tridium,

FUNDAMENTAL COMPETENCIES
Personal Competencies
Leadership Competencies
Intellectual Competencies
Interpersonal Competencies
Initiative/Proactivity
Basic Supervisory Skills
Customer Focus
Teamwork & Partnering
Deadline Driven & Highly Motivated
Subordinates Capacity Building
Negotiation Skills
Relationship Building
Stress Tolerant
Analytical Skills
Interactive Reasoning
Excellent Written Communication
Planning/Scheduling/Objective Setting
Excellent Oral Communication