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Altron Bytes Systems Integration (Altron BSI) is an end-to-end ICT service provider of consulting, implementation and outsourcing services, which are strategically aligned to fit for purpose, cost effective, and optimised for performance. We have a clear go-to-market in key industries covering: Financial Services; Telecommunications, Media & Entertain...
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Job Description
To build strong and scalable relationships with key industry players, to attract new customers, generate leads, opportunities and ultimately coordinate collaborative sales efforts across functions in support of overall business growth within the Retail industry. Responsible for developing sales of company products to a number of designated accounts or assigned product lines. Expected to contribute to company's sales revenue and may operate nationally. Negotiates at high level, usually within defined limits of discretion.
KEY RESPONSIBILITIES:
CONDUCT ONGOING SECTOR / INDUSTRY AND PROSPECTIVE CUSTOMER RELATIONSHIP MANAGEMENT TO CREATE DEMAND:
- Manage Retail sales accounts and customer relationships in collaboration with Key Account Managers, Sales teams, Sales Enablement, SDM and Transformation & Enablement teams.
- Build and retain strong and scalable inter-personal relationships with key industry players, partners, suppliers and prospective customers;
- Understand current and future customer requirements, and appropriate solutions and value proposition to generate pipeline of sales opportunities at each customer and prepare and present customers with proposals (drawing on Sales Enablement where necessary for support)
- Keep abreast of sector / industry changes, and actively explore networking opportunities such as conferences, thought leadership forums etc.;
- Attract new relationships with new customers by directing and supporting collaborative sales efforts to grow one or more assigned solution;
- Understand the business roadmap and requirements for potential customers;
- Collaborate with Altron MS and Altron solution providers to leverage opportunities in the verticals to create demand and customer stickiness
- Actively drive and follow through on qualified opportunities;
- Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and
- Provide continuous, accurate and consistent feedback to prospective customers.
ATTRACT NEW CUSTOMERS / ACCOUNTS IN ORDER TO GROW THE BUSINESS:
- Ensure a clear understanding and interpretation of the Altron Managed Solutions solution portfolio;
- Lead demand-generating marketing and sales activities in the assigned market for the assigned solution;
- Collate detail on new business (pipeline, pending and actual new business) and present the progress and successes of performance against the Business Development objectives, targets, as well as against competitive benchmarks;
- Track and report on opportunities. Convert sales opportunities to wins and invoice.
- Track billing and survey customer satisfaction
- Liaise with internal solution crafters and developers on new solutions and customer requirements to drive Lead / Opportunity Conversion Rate;
- Participate in the design and development of new solutions to grow the business;
- Collaborate closely with the relevant LOB Financial Executive, Bid Manager, Contracts Manager and supporting team members to deliver bids / proposals / quotes for the customer; and
- Advise the Pricing and Decision Support function on the most appropriate solution Pricing Schedules to be applied during bid / proposal / quote development.
- Source and distribute relevant thought leadership and marketing material to customers.
- Support, adhere to and leverage the internal Altron bid management process.
ACCOUNTABILITY
- Revenue under management
- Budgets and Forecasting under management
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
Reasons for Interaction:
- Customer Service Satisfaction
- Service Delivery
- Customer escalations
External:
Reasons for Interaction:
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Years of Experience:
Other requirements:
- Development and Solution Sales experience within the Retail environment
- A very strong customer orientated approach with a delivery bias;
- Ability to prioritise and allocate resource/effort appropriate;
- Proven track record in attracting, leading and closing major deals;
- Knowledge of key industry / solution players; and sound knowledge business and industry standards ;
- An understanding of the purpose and composition of Service Level Agreements; Financial acumen;
- Business acumen and excellent verbal and written communication skills;
- Strong intra-personal relationship management skills;
- Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills;
- Proposals/Report writing and strong presentation skills; Flexibility and adaptability (responsive to the external environment and customer requirements)
- Internal and external brand orientation
Behavioural Competencies:
The incumbent is required to have demonstrated the following competencies:
- Business Acumen
- Strategic Execution
- Customer Service Oriented
- Accountability,
- Collaboration, negotiation and networking
- Decision making
- Result and achievement orientated
- Conflict Management
- Analytical
- Managing Risks
Attitude and behaviour:
- Flexibility and adaptability (responsive to changes in customer requirements)
- Results and Achievement Orientated
- Drive commitment to accuracy and quality
- Problem Solving
- Communication
go to method of application »
Job Description
Terminal Products, Switching Products and Key Management
- Mentor junior team members.
- Maintain existing switching products
- Assist customers with integration into our payment switch
- Maintain compliance with banks (implement patches etc.).
- Assist with PCI (PIN,P2PE and DSS) Audits
- Recommend enablement of enhanced features.
- Provide solutions for customer requirements (both terminal or switching).
- Enable any source channel to integrate into our switch.
- Implement new features on both terminal and Switching products.
- Offer technical guidance to team members.
- Explore products other then terminals, e.g. Mobile phone, ecommerce etc.
- Maintain existing switching products
- Explore new switching products, conduct P.O.C’s.
- Assist with Crypto key management
CORE RESPONSIBILITIES:
- Maintenance of Switch application (Patching, Database maintenance).
- Maintain PCI and Association compliance.
- Investigate bugs in Terminal applications.
- Investigate issues raised by operations.
- Remedy ticket management.
- A Deep understanding of ACI Postilion
- Understanding of UP Framework product.
- Conducting end-to-end testing for new customer integrations.
- Document implementation.
- Document user guides.
- Interpret Interface and functional specifications and assist customer with integration.
- Update Interface specifications.
- Excellent knowledge of eSocket.POS
Key Management
- Participate in Key Ceremony’s
Educational Qualifications:
- Matric
- Diploma in IT (programming)
Years of Experience
- 8-10 years work experience
- 5 years in Payments
Other requirements
- EMV Knowledge.
- Advanced Postilion Knowledge.
- Card Payments knowledge.
- Card Payment Switching Knowledge.
- Payment Terminal knowledge.
- Problem Solving skills.
- Always looking at doing things in different ways.
- Programming knowledge (Java).
- Technology and system savvy.
- Numeracy skills.
- Ability to work in a fast-paced, high-pressured environment whilst still maintaining high levels of accuracy.
- Ability to maintain supreme levels of ethical behaviour and confidentiality.
- Ability to identify opportunities for improvement
go to method of application »
Job Description
We are looking for a Call coordinator will play a crucial role in ensuring that our Service Desk delivers services to our client, a leader in providing exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms according to Altron standards. The Co coordinator's primary responsibility will be to evaluate interactions between the Service Desk and clients, based on pre-selected criteria. The overall aim should be to help the business retain customers
Key responsibilities:
- To meet the monthly targets for evaluations per desk. Actively drive a reduction in failed QA results on an on-going basis
- Actively conduct QA activities that drive and support customer satisfaction across the service desk
- Analyse the reporting data to provide insight feedback and drive CSAT
- Submit weekly coaching requests consistently
- To host monthly TL and QA forums
- Alignment of scorecard criteria to business objectives
- Drive quality assurance activities that support knowledge or training outcomes across the service desk
- Drive QA activities directly related to Service, Process, Staff and Individual Improvement Plans
- Be actively involved in developing overall skills and knowledge
- Evaluating calls, critically assessing all correspondence on all communication channels in the company
- Adhering to high levels of quality standards and meeting QA targets
- Identify opportunities and make recommendations to add value to the quality assurance service provided
- Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls
- Contribute to team performance by attending and participating in collaboration sessions
- Meet department requirements by adhering to call monitoring process
- Improve quality of calls by providing recommendations
- Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with the team
- Analyse and understand client services to ensure QA and CSAT are aligned
- Recommendation of improvements and / or corrections to QA
Requirements for success in this position are:
- Minimum 5 years of relevant experience in ICT support/services
- Minimum 3 years’ experience servicing enterprise clients
- Minimum 2 years experience as a Call coordinator
- Minimum 3 years’ experience in customer service or call center experience
Education
- National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)
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Job Description
We are looking for Support Technician who must have a valid drivers license and own reliable vehicle as the incumbent will be required to travel daily to various customer sites to attend to calls logged by the customers on their desktop and POS equipment. Applicants must reside in or around the Cape Town area. This role requires a self-starter to deliver the desired customer service experience. To drive service success that improves customer satisfaction, maximises customer retention and increase profitability. Adhere to specific Service Level Agreement. In short, managing all on site installations, repair, maintenance and test tasks. Diagnosing errors or technical problems and determining proper solutions.
KEY RESPONSIBILITIES:
- Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
- First-time-fix rate and recall rate under the stipulated requirements
- Maintain customer relationship
- Be pro-active on the calls allocated
- Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)
- Maintain and manage sufficient boot stock
- Complete administration within time frames as per policies
- Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
- Technical support, maintenance, trouble shooting on Dell equipment
Educational Qualifications:
- Matric qualification
- A+ N+ Qualification
- Mechanical Skills
- Electronic Skills
- Soldering Skills
- Faulting Find techniques
- ITIL is advantageous
Years of Experience
- 2 years of experience in maintaining equipment in an IT environment
- 1 Years experience working on desktop equipment
- Maintaining desktop or POS equipment
Other requirements
- Good communication (verbal and written) skills and interaction skills
- High level of attention to detail
- Dedication to Customers both internally and externally
- Must be flexible to take on additional tasks
- Problem analysis
- Perseverance
- Self-Development
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
go to method of application »
Job Description
To build strong and scalable relationships with key industry players, to attract new customers, generate leads, opportunities and ultimately coordinate collaborative sales efforts across functions in support of overall business growth within the Retail industry. Responsible for developing sales of company products to a number of designated accounts or assigned product lines. Expected to contribute to company's sales revenue and may operate nationally. Negotiates at high level, usually within defined limits of discretion.
KEY RESPONSIBILITIES:
CONDUCT ONGOING SECTOR / INDUSTRY AND PROSPECTIVE CUSTOMER RELATIONSHIP MANAGEMENT TO CREATE DEMAND:
- Manage Retail sales accounts and customer relationships in collaboration with Key Account Managers, Sales teams, Sales Enablement, SDM and Transformation & Enablement teams.
- Build and retain strong and scalable inter-personal relationships with key industry players, partners, suppliers and prospective customers;
- Understand current and future customer requirements, and appropriate solutions and value proposition to generate pipeline of sales opportunities at each customer and prepare and present customers with proposals (drawing on Sales Enablement where necessary for support)
- Keep abreast of sector / industry changes, and actively explore networking opportunities such as conferences, thought leadership forums etc.;
- Attract new relationships with new customers by directing and supporting collaborative sales efforts to grow one or more assigned solution;
- Understand the business roadmap and requirements for potential customers;
- Collaborate with Altron MS and Altron solution providers to leverage opportunities in the verticals to create demand and customer stickiness
- Actively drive and follow through on qualified opportunities;
- Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and
- Provide continuous, accurate and consistent feedback to prospective customers.
ATTRACT NEW CUSTOMERS / ACCOUNTS IN ORDER TO GROW THE BUSINESS:
- Ensure a clear understanding and interpretation of the Altron Managed Solutions solution portfolio;
- Lead demand-generating marketing and sales activities in the assigned market for the assigned solution;
- Collate detail on new business (pipeline, pending and actual new business) and present the progress and successes of performance against the Business Development objectives, targets, as well as against competitive benchmarks;
- Track and report on opportunities. Convert sales opportunities to wins and invoice.
- Track billing and survey customer satisfaction
- Liaise with internal solution crafters and developers on new solutions and customer requirements to drive Lead / Opportunity Conversion Rate;
- Participate in the design and development of new solutions to grow the business;
- Collaborate closely with the relevant LOB Financial Executive, Bid Manager, Contracts Manager and supporting team members to deliver bids / proposals / quotes for the customer; and
- Advise the Pricing and Decision Support function on the most appropriate solution Pricing Schedules to be applied during bid / proposal / quote development.
- Source and distribute relevant thought leadership and marketing material to customers.
- Support, adhere to and leverage the internal Altron bid management process.
ACCOUNTABILITY
- Revenue under management
- Budgets and Forecasting under management
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
Reasons for Interaction:
- Customer Service Satisfaction
- Service Delivery
- Customer escalations
External:
Reasons for Interaction:
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Years of Experience:
Other requirements:
- Development and Solution Sales experience within the Retail environment
- A very strong customer orientated approach with a delivery bias;
- Ability to prioritise and allocate resource/effort appropriate;
- Proven track record in attracting, leading and closing major deals;
- Knowledge of key industry / solution players; and sound knowledge business and industry standards ;
- An understanding of the purpose and composition of Service Level Agreements; Financial acumen;
- Business acumen and excellent verbal and written communication skills;
- Strong intra-personal relationship management skills;
- Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills;
- Proposals/Report writing and strong presentation skills; Flexibility and adaptability (responsive to the external environment and customer requirements)
- Internal and external brand orientation
Behavioural Competencies:
The incumbent is required to have demonstrated the following competencies:
- Business Acumen
- Strategic Execution
- Customer Service Oriented
- Accountability,
- Collaboration, negotiation and networking
- Decision making
- Result and achievement orientated
- Conflict Management
- Analytical
- Managing Risks
Attitude and behaviour:
- Flexibility and adaptability (responsive to changes in customer requirements)
- Results and Achievement Orientated
- Drive commitment to accuracy and quality
- Problem Solving
- Communication
Education
- National Diploma (Required)
go to method of application »
JOB PURPOSE
- BDMs can financially justify the value of their solutions in sophisticated TCO/TCV financial justification models. Also, BDMs can manage the ‘power base’ within the ‘Buying Centre’. They are both already accomplished in the fundamental attributes of Solution Selling, which are typically:
- Well versed in probing skills, able to uncover a Need, Pain or something to be Gained (NPG)
- They are good listeners who ‘listen to understand’ rather than just ‘listen to respond’
- They explore the consequence of each alternative, including doing nothing, in order to establish the ‘explicit’ compelling business need. Having established and quantified the consequences, they provide effective and appropriate solutions to meet this compelling need, or NPG
- They must have a good grasp of the features, advantages and benefits of their products, services and or solutions, especially the unique selling propositions (USPs’). They can link their solution to the customer’s specific need, pain or gain
- They produce effective ‘Executive Summaries’, summarising the key salient points of their proposed solutions making it easy for their customers to make a decision in their favor
- Customer care, ethics, integrity and delivering against promises are their way of life
- BDMs must already demonstrate the above 6 Solution Selling attributes, using them as the foundation, taking their skill to a new level to perform effectively as complex solution salespeople where more than one individual is involved in the decision-making process of these very large deals. The BDM is political savvy (the essential core competence required in complex selling) enables them to succeed in closing very big deals involving a ‘buying centre’ comprising many individuals, all influencing, recommending and contributing to the decision-making process.
- BDMs are able to articulate the client’s ‘compelling business need’, and develop a solution that will satisfy the critical elements required by each member of the power base, cost justifying their solutions, managing and justifying to the ‘power base’ from the top down. They are therefore well versed in differentiating their company and their proposed solution, able to justify at both a business and a technical level, always conscious of protocol and conduct. They understand the intricacies of the job and the need to maintain a healthy sales pipeline.
- Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
- Maintain an extensive network of internal and external contacts to ensure that the relevant business unit within the OPCO is optimally placed in its understanding of business, economic, political and commercial challenges and opportunities.
- Lead relationship building initiatives with Principal Vendors including playing the lead role in negotiations with respect to pricing & procurement control.
- Coach, support, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance
- Represent our company, with a comprehensive understanding of our offerings
- Maximize the sales performance by establishing strong relationships and gaining insight to the needs and lifestyle of the client
- Meet weekly, monthly, and annual sales and activity quotas
- Generate leads and commit to customer service by building relationships
- Adjust sales techniques based on interactions and results in the field
- Perform incisive and insightful market and competitive research
CORE RESPONSIBILITIES:
Sales Management
- Achievement of the annual revenue/sales target
- Lead demand-generating sales activities in the assigned market for the assigned product, service or solution.
- Convert sales opportunities to wins and invoice. Track billing and survey customer satisfaction
- Source and distribute relevant thought leadership and marketing material to customers.
- Advise the Pricing and Decision Support function on the most appropriate solution Pricing Schedules to be applied during bid / proposal / quote development.
- Collate detail on new business (pipeline, pending and actual new business) and present the progress and successes of performance against the Business Development objectives, targets, as well as against competitive benchmarks.
- Attract new relationships with new customers by supporting collaborative sales efforts.
- Collaborate with the One-Altron group of Companies to leverage opportunities in our chosen industries.
- Actively drive and follow through on qualified opportunities. Establish ongoing productive and professional relationships with key personnel in assigned new customer accounts; and provide continuous, accurate and consistent feedback to prospective customers.
- Ensure an in-depth understanding of the business unit strategy, growth plan, value drivers (revenue and profit trends), and risks.
- Collaborate with executive and senior leadership across Business Units to initiate and integrate the design and development of new solutions to grow the business, or to terminate those that are no longer viable.
- Identify and assess market opportunities and new ideas within the OPCO and for collaboration with other business units.
- Drive collaboration across industries and service lines, including collaboration, performance, cross and upsell opportunities.
- Qualify, develop, and maintain thorough company and product knowledge, research consumer needs, and identify how our solutions can meet them
- Generate leads and grow existing relationships, maintaining an accurate, detailed client book, and developing an active, repeat customer base
- Make cold calls or perform warm outreach, putting outside-the-box thinking to work to develop new and unique sales tactics
- Work with the Account Executive team to design industry-specific outbound efforts
- Utilize Salesforce.com tool to ensure standard processes during all sales stages
- Conduct month-end and year-end close processes
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
- Business Management degree or equivalent qualification (advantageous)
Years of Experience
- At least 5 years sales experience with a documented successful track record in selling high end services, rich and complex IT solutions in the relevant industry
- Excellent communication, interpersonal, telephone, and organizational skills
- Experience working with Salesforce.com or other CRM platforms
- Experience closing enterprise level deals
- Ability to analyze business opportunities and read situations well
- Ability to travel at least 50% of the time
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
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Job Description
Management
- Stakeholder engagement to deliver on excellent customer service – identify potential improvements to processes and systems for customer satisfaction; challenge and enhance existing processes for continuous improvement
- Provide optimal IT support to departments to help facilitate meeting of the Customer’s objectives – Keep customers informed and keep to commitments; ensure all stakeholders are informed of developments and resolution status; take ownership of the issue until resolution; interact with other technical support teams to escalate or resolve issues
CORE RESPONSIBILITIES:
Governance and Risk Management
- Adhering to defined processes to ensure Quality Assurance of Incident Management - Logging, tracking and resolving, as well as escalating incidents and requests; identify trends to understand root causes; proactively revise processes and tools to improve service levels; protect and ensure confidentiality of business information
- Remaining informed on emerging trends to maintain a deep and broad knowledge base in fundamental IT technical skill sets – Document current processes and changes; support knowledge sharing; mentor and train other members of the support team; undertake continuous training and development.
- Participate in projects for process or quality improvements – manage and support technical projects for the business; collaborate with business and project teams to successfully implements projects; evaluate solutions and regularly evaluate business needs relative to current tools.
COMMUNICATION & WORKING RELATIONSHIPS:
Internal:
- Heads of Operations and Business Units
- All stakeholders within the operation
- Shared Services
Reasons for Interaction:
- Ensure effective Service Delivery.
- Ensure that all stakeholders are aligned and have the relevant information.
- Advice to line management.
- Ensure that Group is aware and aligned to requirements.
External:
- Customer and Service Providers
Reasons for Interaction:
- Work with Customer and Service Providers to ensure optimal service delivery
Education
National Certificate Level 4 (N4) / Grade 12 (Required)
go to method of application »
Job Description
We are looking for a Team Leader who will be dedicated a team to serve SBSA Branch
Customer Relationship Management
- Improve Customer Service Satisfaction through service level agreement achievement (compliance, reduced turnaround time and ensure all Labour Lines is closed) and reducing repeat calls and service escalations.
- Build and retain strong and scalable inter-personal relationships with clients and customer visits.
- Achieve a rating on Customer Satisfaction Survey for all completed projects between 85% and 100%
Finance
- Manage overtime, Onsite time, Per Diem, Travel and accommodation.
Internal Processes
- Effectively manage the organisation's assets to ensure after every project completed all stock used and returned is accounted for, through stock take and site signoffs to reduce stock losses.
- Manage internal escalations, analyses and implement mitigating actions to prevent recurrence.
- Monitor operational business performance against the objectives by regularly reviewing the objectives.
- Assess and monitor the progress toward attaining short and long-term business unit objectives.
- Support ST’s, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance.
- Be responsible for projects assigned to individual team leads.
- Ensure all documentation is updated and filed within project folders on teams.
- Attend all internal and external project meeting for assigned projects.
- Monitor all stock start to end.
- Reduce and maintain return RA’s and IMO's within agreed timelines.
- Team Leads will be responsible to ensure all Astea Workorders, Stock Management, Travel is updated and closed on Astea to ensure billing can be done.
- Track all cost on project withing the budget on the following (Not limited too):
- Overtime
- Accommodation
- Travel
- Tools (If applicable)
- Project reporting to project stakeholders
- Review training manuals to ensure current and distribute where applicable.
- Request stock count after all projects from allocated Service Technicians to ensure stock is cleared.
- Raised potential risks (Not Limited to):
- Project Issues
- Project challenges
- Project escalations
- Booking of living expense on out of region visits
- Travel
- Time onsite / overtime
- Ensure overtime is approved before overtime is worked.
- ST Cost (Per Diem)
- To ensure that all the required project requirements have been met to ensure final project closure. (Not limited to)
- Site Signoffs
- Stock Recon
- Customer Satisfaction Survey
- To attend daily project planning session
- Allocation of resource per project
- Ensure Service Technicians have all relevant software and tools required to be able to conduct a successful project.
- Ensure planned dates are met as per the project requirements.
- Note: If planned date cannot be met for whatever reason, ensure PM is notified in advance"
- Advise stakeholders of the schedule dates for each project
- Ensure a ST is assigned to each project call.
- Ensure IMO's are raised, for parts/ consumables required for each call.
- Ensure planned dates are correct on Astea.
- Ensure ST’s are aware of scheduled/ planned dates.
- Ensure parts is available and collected, prior to planned date.
- To ensure where stock is distributed directly to the store, ST is to compare stock with Ship list supplied and confirm all stock is onsite.
- Ensure IMO's are fulfilled/ completed.
- Ensure parts are booked for each call.
- Ensure RAs are created, for each call (if required)
- Ensure RAs are closed within 5 days. From time of creation
- To ensure ST can-do First-time Fix.
- Check quality of Work
- To ensure ST completes work as per the project scope.
- To book accommodation on relevant Altron platform
- Obtain approval for booking to be processed via mail from Senior Project Manager
- Communicate to PMO / ST that accommodation is booked and confirmed.
- Supply copy of invoices for all relevant work done to PMO as part of cost tracking (Not Limited to)
- Travel
- Accommodation
- Per Diem
- Flights
- Ensure that all the required project requirements have been met, before calls are resolved (Not Limited to)
- Project Checklist
- Docket
- Site Signoff
- Customer Signature is attached to the call.
- All transactions have been completed (Not limited to)
- IMO
- Parts booked.
- RA completed.
- Ensure Advise PMO that all Project Workorders is closed.
- There must not be any CM calls if all Call Closure requirements have been met by SA.
- Overtime is booked on system.
- Review and ensure Overtime claims is valid.
- Submit Overtime claims monthly.
- Ensure overtime claims is valid.
- Submit Fuel Claims
- Ensure Kilometre claims are submitted weekly / monthly.
- Review and ensure KM claims are valid.
Education
- National Certificate Level 4 (N4) / Grade 12 (Required)
go to method of application »
Job Purpose
- Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely with accuracy and efficiency.
Customer Relationship Management
- Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
- First time fix rate and recall rate under the stipulated requirements.
- Maintain customer relationship.
Internal Processes
- Be productive based on the calls allocated to them.
- Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
- Complete administration within time frames as per policies.
- Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
- Technical support, maintenance, trouble shooting in an end user computing environment.
Human Capital
- Ensure that all policies and procedures are followed according to the company requirement
Job Requirements:
Technical Qualifications, Skills and Experience
- A + and N or Relevant IT Qualification.
- Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely.
- Strong knowledge in troubleshooting and configuring of Windows 10 operating system and office 365 applications.
- Network and Peripheral configuration.
- Strong Soft Skills (Email and Telephonic).
- Remote connection tool experience.
- Exposure to a call management system.
- Managing incidents and requests within SLA.
- Handling customer escalation and queries.
- Must have experience in a corporate environment.
- Exposure in the banking sector will be advantages
Education
- National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required)
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Job Description
Under general supervision, the Footage Analysis and Reporting Operator is responsible for reviewing and analyzing surveillance footage to identify and document violations. The operator will compile detailed reports based on their findings and ensure accurate and timely delivery to clients. Adherence to standardized procedures and protocols is critical, with supervision readily available for guidance and support.
Key Responsibilities:
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Job Description
The People Manager is embedded in the business - working with line management, regularly touching base with each employee, supporting the business leadership and contributing to clarity so that people are aligned with Business Strategy. Contribute to creating a culture of high people orientation coupled with high performance that emphasizes empowerment, quality, excellence, accountability and business goal attainment. The role is the Manager’s right hand in driving high levels of team engagement, performance and retention whilst still meeting company objectives, providing scale to line managers in day to day management of people
Responsibilities:
Hiring of new talent:
- Conduct People Manager interviews and provide input and recommendations into hiring decisions
- Conduct / facilitate psychometric assessments and recommendations into hiring decisions – for Industrial Psychologists
- Produce detailed Psychometric reports with recommendations – for Industrial Psychologists
- Provide face to face feedback to hiring manager and candidate where required – for Industrial Psychologists
Team Orientation:
- Ensure that the orientation of new hires into the team is comprehensive and provides a warm welcome
- Facilitate team orientation of new hires
- Establish and drive an orientation plan for the new hires for their first month
- Be the “go to” person for new hires in the team and ensure there is a technical buddy within the team assigned to each new hire
- Ensure that the content of the team orientation is constantly relevant and refreshed by keeping abreast of current trends
Employee Management and Performance Improvement:
- Collate and conduct AK 360 performance reviews (probation, bi-annual and annual)
- Meet with employees 1:1 every 4 – 6 weeks to touch base and develop high trust relationships – ensure all action points are followed up within 24 hours of the meeting. Provide coaching, feedback, guidance, support and discuss any urgent matters as applicable
- Meet with line managers 1:1 on a regular basis to provide coaching, feedback, guidance and support to line management discussing any urgent matters as applicable
- Assist and advise line management on employee issues, obtain input from Human Capital where necessary
- Continuous tracking of KPIs
- Manage and improve performance in conjunction with line manager driving a high performance culture
- Keep close eye on billability statistics per consultant and address when necessary
- Keep close eye on timesheet compliance per consultant and address when necessary
- Ensure consultants’ time is put to good use in between projects. Motivate them to be productive in their “down time”
- Develop a good knowledge of Altron Disciplinary Code and Procedure, Altron employee contracts and employee value proposition
- Partner with Human Capital to ensure that any disciplinary or formal performance improvement processes are legally compliant. Treating employees firmly but fairly and in line with our Disciplinary Code
- Document all incidents / conversations where necessary to support performance / misconduct hearings
Career Journey:
- Guide the career journey for employees focusing on career development, coaching and mentoring
- Provide employees with a clear view of the business and their role within the business from day 1
- Give employees clarity on their career journey and assist with finalization of goals and KPI’s
- Be a brand ambassador for Altron Karabina as an employer, create a positive, professional first impression of Karabina from the first interaction
- Ensure employee’s career journey is clear and vivid, assist with formulating their career journey goal setting
- Partner with Learning and Development for employee training (internal and external)
- Work with line management and L&D to develop and drive learning paths for employees in the team
- Drive consultants to study and take Microsoft Exams ensuring that the Microsoft partnership status and business value of the consultants is maintained
- Review resignations and have relevant retention discussions as necessary
- Review exit interviews as input into where the business can improve talent retention and drive accordingly
- Partner with Human Capital regarding the onboarding and offboarding process
Team Effectiveness:
- Live the company values in the way that people are managed
- Develop a clear understanding of the purpose of various roles in a consulting environment and how they interact in order to contribute meaningfully to how these roles enable business success
- With line management and consulting leadership ensure that role profiles created, up to date and communicated to relevant parties
- Contribute to creating clarity and awareness within the team regarding our people and our business objectives
- Proactively drive and contribute to creating a team with great engagement, morale and talent retention, connecting our consultants who are based at the customer with the business and the team culture
- Be proactive and active in enabling the social connection within the team
- Work closely with resource manager and consulting leadership to communicate allocation of consultants
- Provide constant communication with consulting leadership and line management on issues with staff that could impact business
- Provide regular formal feedback to consulting leadership on all consultants reporting into them
- Provide assistance to the business for employee recognition initiatives
- Provide regular feedback to AK Leadership on people trends and issues
- Participate in the facilitation of team building initiatives within teams as necessary
Employee Engagement:
- Conduct, evaluate and provide feedback on various Pulse Surveys, stay interviews.
- Follow up on actions from employee engagement surveys in the business
General:
- Drive the company values to ensure we have the right people working for us
- Drive Work on Wellness programme (understanding of ICAS offerings so we can drive internal usage to benefit staff)
- Take a proactive approach to employee welfare, wellness and health. Perform the role of mental health first aider and do management referrals to our wellbeing partner where necessary
- Be an active member of the social committee
- Be the manager’s right hand in terms of people matters.
- Active involvement and ownership of various projects that are assigned to People Management
- Knowledge sharing and free sharing of ideas within the team to stimulate ideas to drive continuous improvement
Requirements:
- Must have a degree in Psychology/Industrial Psychology
- Must have 1 - 2 years working experience in talent management
- Must have 3 - 6 years front-line experience in dealing with people
- Experience in working in a professional services / consulting environment is an added advantage
- Registration as a Psychologist or Psychometrist is an added advantage
Education
- Bachelor's Degree: Psychology (Required)
Method of Application
Use the link(s) below to apply on company website.
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