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 skillsProblem-solving skillsInter-personal skillsDecision-making skillsTime-management skillsTeam Management skillsPeople management skillsCustomer Service/Eccentric skillsAdministrative and multi-taskingAssertiveness and AccountabilityAbility to work in a high-pace and rapidly changing environmentAbility to handle mounting pressureExcellent coordination skillsFlexible and professionally developableTASKS WITHIN KEY PERFORMANCE AREA Assign all teams in your POD an available installation as per the booking standards.Ensure all jobs scheduled for the date of installation are assigned up to POD's capacity per time slot.Ensure all technicians are on time for all appointments and leave the office/previous appointments with enough time to reach next appointments, reallocating 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, with no work order left without activation or escalation if required.Ensure that all FSAN numbers are accurately captured on the system and linked to the work order.Ensure all work orders 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 the 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 an installation.Communicate with clients regarding follow-ups, escalations, time frames, late appointments, courtesy emails, etc.Determine if the tickets are Britelink Maintenance responsibility.Determine the root cause analysis and assign a technician accordingly.Contact the client to determine availability for property access.Investigate tickets using FIFO principles.Ensure that all technicians at all times have tickets assigned to them.Effectively and efficiently manage the assignment of technicians' jobs.Keep track of technicians and know their whereabouts.Update QuickBase with assigned technician details, appointment details, or any other required details.Constantly communicate with the team on-site to establish time in and time out, updating QuickBase with faults or issue descriptions, solutions/fixes.Keep a daily record of work orders and tickets assigned to each technician in their cell.Ensure that all technicians submit job cards.QUALIFICATION, EXPERIENCE Grade 12 or equivalent qualificationCertificate or diploma in business administration will be advantageousAt least 3 years in a call center or customer relations environmentMS Office, Excel skills, Word, Email, and internetExperience with QuickBase and SalesforcePlease be aware that BritelinkMCT will never ask for any form of payment during the recruitment process, including fees for police checks, background screenings, or any other services.
We only communicate using official @britelinkmct.co.za email addresses and do not conduct recruitment through social media platforms.
If you are asked for payment or receive communication from any other email address or via social media, it is not from us.
Please report any suspicious activity immediately.
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