Fibre Escalations Operations specialist

Role purpose:
The Fibre escalations Operations specialist will conduct & action root cause analysis and manage trends by implementing process improvements throughout the business. The individual will monitor the day to day SR performance to achieve goals that contribute to the growth of the department. The operations specialist will be responsible to provide guidance and training to inspire the team to perform at their optimum.

Your responsibilities will include:
The Operations Specialist will be accountable for the Daily SR Management of Fibre customer escalations and address non-compliance within the Escalations Team

Conduct weekly operational meetings with network operators to identify and resolve any challenges in service delivery and ensure standards are adhered to with regards to customer experience

Initiate and Execute Special Investigation Projects identified from root cause analysis reports and trends.

Perform 2nd level escalation to Network providers to assist to fast track escalations

The Operations specialist will monitor and report on daily network operator outages to Manager and EhoD: Service Delivery and communicate to the escalation team

Provide insights and information related to Root causes and/or special projects to enable the escalation team to achieve a quicker turnaround time on escalated queries.

Unblock any bottlenecks experienced by the team with the resolution of escalation

Initiate Root Cause Analysis projects

The ideal candidate for this role will have:
Matric, min 5 years experience and

Relevant Technical Qualification (e.g. engineering) - Degree/Diploma/T3/S4/N6 National Diploma (Desirable)

OR

Matric plus min 5 years relevant experience in a customer management/service delivery role with Fibre/Fixed Telecoms (essential) and

A Minimum Of 3-5yrs Telecommunications Experience (essential)
OR

Matric plus min 5 years relevant experience and Relevant courses completed

Core competencies, knowledge and experience:
Excellent Business Writing and Communication Skills

Confidence and skillful negotiating skills

Customer Service Experience

Escalation management

Problem & identification management

Strong organizational skills

Problem solving

Time management

Strong People Skills And Experience
System knowledge:

Siebel

MSPI

Axess

CPS

MS Office (Excel/Word/PPT)

(Min Experience: 3 years with a technical qualification and 5 years with relevant courses)

Closing date for Applications: 08 August 2023.
The base location for this role is, Vodacom Midrand Campus.
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.