Team Leader(Operations) – ALTRON

Title

Team Leader: Operations

KEY RESPONSIBILITIES:

Heading

• Scheduling and allocation of service calls and new installations
• Ensure technicians replenish their stock and submit stock take.
• Assist with customer queries.
• Must be able to attend to service calls and installs if/when required.
• Check that technicians have completed service calls and new installations.
• Manage the performance of the technicians.
• Supporting the Operations Supervisor.
• On a quarterly basis, accompany technicians on calls to merchants.
• Training new technicians
• Training of walk – in customers
• Doing new installations and service calls when needed
• Help technicians plan their trips effectively and efficiently.
• Manage the distribution of Nucards to merchants.

CORE RESPONSIBILITIES:

Allocation of service calls and new installations

• Daily scheduling and fairly allocating service calls and new installs to technicians

Stock replenishment and weekly stock take

• Make sure that technicians are replenishing their stock in their pool cars
• Ensure that technicians submit their weekly stock take to the Stock Controller

Check service calls and new installs

• Check that technicians have completed service calls and new installs with SLA.

Manage the performance of the technicians

• Must ensure that technicians know what their deliverables are and that they use their KPI’s as a guide.

Manage the distribution of Nucard orders to merchants

• Monitor and process Nucard orders received via email and Ofbiz.
• Ensure they are correctly sent via courier or delivered by technician.

Internal:

• Contact Centre
• Account Managers
• Sales Consultants

Reasons for Interaction:

• To provide updates on logged calls and installations and assist with technical queries.
• To advise AMs on any requests/challenges from merchants that’s outside the scope of the technical department.
• To provide feedback to SC’s regarding installations and any other NuPay products the merchant requires.

External:

• NuPay Merchants
• Field Services Merchants
• Huge Connect Contact Centre

Reasons for Interaction:

• For installations, training, and service calls outs and to do customer satisfaction surveys.
• For installations, training, and service call outs and to do customer satisfaction surveys.
• To configure Huge Connect pads.

Educational Qualifications:

• Matric
• IT Qualification (at an NQF 5 – 6 level) or IT Certification from a hardware or software supplier i.e. CompTIA, Microsoft, etc.

Professional Qualifications

• None

Years of Experience

• Minimum 1-year experience as a team leader

Other requirements

• Understanding of company in-house systems
• Must have at least 1-year experience as a technician at NuPay
• Have effective coaching and mentoring skills
• Be analytical
• Fluency in English is mandatory
• Strong oral and written English communication skills.
• Be able to handle work pressure
• Be able to carry out multiple tasks
• Organisational and prioritisation skills.
• Excellent administrator with strong attention to detail.
• Technology and system savvy.
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement

Education

Languages