Key Performance Areas would include, but are not limited to:
Helpdesk Manager
The Helpdesk Manager is responsible for the daily running and management of the helpdesk team through theeffective use of resources.
Responsibilities
– Daily management of the helpdesk, including effective resource planning and implementing helpdeskstrategies and operations
– Monthly needs assessments and performance reviews
– Focusing on monitoring systems – always be aware of the statuses on monitoring systems
– Updating required resources regarding network statuses (outages and network changes) – managingthe communication flow throughout the company
– Timely communication both internally and externally (clients)
– Build excellent client relationships
– Monitoring tickets
– Focus on technical tickets – ensuring prompt responses and escalation of issue cases
– Quick turnaround time for resolving queries
– Design and implement escalation process flow per department and across company to ensure effectiveinterdepartmental escalation
– Attentive to calls
– Being aware of calls coming in – monitor daily calls to helpdesk – noting how long agents are spendingon calls – repeat callers – weekly callers
– Monitoring random calls to improve quality, minimise errors and track operative performance
– Driving training, technical growth and personal growth for all new and existing helpdesk employeesincluding yourself
– Maintain code of conduct and high standard of ethics towards clients
– Ensure overall timeous and accurate reporting – helpdesk ticket reporting, call volumes reporting, monthlytrend report on QC calls
Sales Manager
This person will be responsible for maximizing our sales team potential, crafting sales plans and justifying thoseto plans to the upper management.
Responsibilities
– Achieve growth and hit sales targets by successfully managing the sales team
– Design and implement a strategic business plan that expands company’s customer base and ensure astrong presence
– Own recruiting, objectives setting, coaching and performance monitoring of sales representatives
– Build and promote strong, long-lasting customer relationships by partnering with them and understandingtheir needs
– Present sales, revenue and expenses reports and realistic forecasts to the management team
– Identify emerging markets and market shifts while being fully aware of new products and competition status
The successful candidate must have the following experience/skills:
– Strong customer service focus
– Problem-solving skills
– Excellent leadership and people skills
– Ability to work independently & Team player
– Time management skills
– Management skills
– Ability to work quickly and under pressure
– Excellent communication skills (written and verbal)
– Abilities to build and maintain relationships with business partners.
– Excellent negotiation skills. The best examples here are persuasive skills. If you want to be a good salesmanager, you have to possess both verbal and nonverbal persuasion and influencing skills.
– Business acumen and abilities to achieve sales targets.
– Ambition and determination to succeed. If you want to be a leader of a successful salesteam, determination to succeed is a key factor for you
Education Requirements:
– Basic to Intermediate knowledge of the following: Wireless technology, specifically with regards to MikroTik
– Managerial experience in a call centre for at least 2 years.
– Management Qualification.
Desired Skills:
- MikroTik
- Wireless Technology
- Call Centre Management
- Sales Manager
- Helpdesk Manager
Desired Work Experience:
- 2 to 5 years