Internal -Regional Operations Co-Ordinator- Newcastle


  • Full Time
  • Durban
  • July 31, 2024

INTERNAL VACANCY

MAIN OBJECTIVE OF THE ROLE

Coordinators are accountable and responsible for all the 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 that all teams comply with the BritelinkMCT installation standards, daily reporting, and reporting on escalations of non-compliance by the technicians.

 

KEY COMPETENCIES 

  • Communication skills
  • Problem-solving skills
  • Inter-personal skills
  • Decision-making skills
  • Time-management skills
  • Team Management skills
  • People management skills
  • Customer Service/ Eccentric skills
  • Administrative and multi-tasking
  • Assertiveness, and Accountability
  • Ability to work in a high-pace, and rapidly changing environment.
  • Ability to handle mounting pressure.
  • Excellent coordination skills
  • Flexible, and professionally developable

Task within key performance area

  • Assign all teams in your POD an available installation as per the booking standards.
  • ALL Jobs scheduled for date of installation must be assigned up to PODS capacity per time slot.
  • Ensure all technicians are on time for all appointments and ensure they leave the office / previous appointments with enough time to get to next appointments on scheduled time, reallocate appointments if required to ensure no installation time is missed.
  • Manage your POD and all members assigned to the POD, including their daily tasks, availability and efficiency.
  • Ensure all work orders follow the correct process and go from assignment to live activation, NO work order is left without being activated or escalated and recorded if required.
  • Ensure that all FSAN number are accurately captured on the system and linked to work order.
  • Ensure all work order are on the correct status before and after every appointment.
  • Create and manage Installations maintenance tickets.
  • Ensure all active ONT are verified and are live on the portal.
  • Monitor and track tickets until customer goes active.
  • Regular follow up with maintenance on tickets
  • Ensure all teams stock cards contain the work order number, FSAN, installation address, Date of install and summary of install., Ensure all Job cards reference with an installation.
  • All communication with client, Follow-ups, escalations, time frames, late to appointments, curtesy emails etc.
  • Determine if the tickets are Britelink Maintenance responsibility.
  • Determine the root cause analysis and assign a technician accordingly.
  • Contact client to determine client availability to access the client property.
  • Tickets are investigated using the FIFO principles.
  • Ensure that all technicians at all times have ticket assigned to them.
  • Effectively and efficiently manage the assignment of technician’s jobs.
  • Coordinator is always required to keep track of his/her technicians and know their whereabouts.
  • Ensure that QuickBase is updated with the assigned technician details, appointment details or any other required details.
  • Constantly communicate with team on site to establish time in and time out,
  • update QuickBase with faults or issue description, solutions / fix.
  • Coordinator is required to keep a daily record of work orders and or tickets assigned to each technician in their cell daily.
  • Ensure that all technicians submit job cards.

QUALIFICATION, EXPERIENCE 

  •          Grade 12 or equivalent qualification
  • ·        Certificate or diploma in business administration will be advantageous
  • ·         At least 3 years in call center or customer relations environment
  • ·         MS Office, Excel skills, Word, Email and internet
  •           Experience on QuickBase and Sales Force

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