Senior IT Contact Centre Co-ordinator at Sanlam Group

Job description

As Senior IT Contact Centre co-ordinator the incumbent will be responsible for ensuring the optimal delivery of IT Support services to Sanlam Group contact centres. Responsibilities include but are not limited to:

• Operations management of the contact centres
• Co-ordinate the development life cycle for the implementation of business functionality
• Responsible for the procurement services encapsulated within the service domain
• Disaster recovery and IT continuity within domain
• Risk management
• Software license management
• Service level and support Management
• Defining and documenting service level requirements within the contact centres
• Monitoring of external IT suppliers’ adherence to the SLAs
• Co-ordinate the management of services provided by IT suppliers’. Ensure adherence to the SLAs and service contracts; service measurement and management
• Trend analysis and recommendations of actions for improvement
• Assist with incident and problem management. Ensure that accurate root-cause analysis reports are produced timeously.
• Provide structured and regular feedback and status updates
• Business engagement
• Determine business requirements and validate the appropriateness of the request
• Evaluate supplier solutions and their appropriate business fit
• Quality assure the implementation of the solutions
• Perform systems and user acceptance testing for changes
• Co-ordinate engagement between business and IT and provide subject matter expertise for the business
• Process end-user requests for IT services for contact centres within the agreed SLA’s, governance and budget
• Financial management
• Contribute to ICT infrastructure implementation plan in accordance with IT operations governance, budget and timelines
• Understand the cost base for the contact centres

Qualifications and Experience Required

• Relevant business degree or diploma
• At least 5 years relevant IT and business experience
• Clear understanding of IT Technology stack supporting the contact centres
• Proper understanding of business priorities, process logic and requirements
• Process modelling and optimisation
• Effective IT supplier engagement
• Infrastructure service level measurement and management
• Infrastructure optimization
• Capacity monitoring and planning