POSITION STATEMENT
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 PERFORMANCE AREAS
Assign all teams in the POD/CELL an available installation or maintenance issue, as per the booking or logged ticket.All orders/tickets assigned for the scheduled date must be assigned per POD/CELL capacity, per time slot.Ensure all technicians are on time for all scheduled appointments and ensure that they leave the office/previous appointment with enough time to get to the next appointments on time. Re-assign appointments if required to ensure that no installation time is missed.Manage each POD/CELL and all technicians assigned, including their daily tasks, availability, productivity, and efficiency.Ensure that all work orders follow the correct process and go from assigned to live, ending with activation.No work order is left without being activated or escalated; and an NCR recorded.Ensure that all FSAN numbers are accurately captured on the system, provisioned, and linked to the correct work order.Ensure all work orders are on the correct status before and after every appointment.Create, update, and manage installations and maintenance tickets.Ensure all active ONTs are verified and are live on the portal.Monitor, update, and work orders until customers go live.Schedule appointments, request quotes, assign techs to attend, and provide feedback on escalations.Regular follow-ups with maintenance technicians regarding CP, splicing, and No FX tickets.Timely closing of tickets once resolved by maintenance techs.Ensure that all teams' stock cards contain the work order number, FSAN, installation address, date of installation, and summary thereof.Ensure that all job card references match with the completed installation.Manage all communication channels within your POD/CELL using calls, messages, WhatsApp, or emails to ensure that all standards are met.All communication with clients must be professional and customer-service oriented.Follow-ups, escalations, time frames, late appointments, courtesy emails, etc. must be sent to the client to keep them updated.Determine if the ticket is a BritelinkMCT responsibility, VUMA/the ISP.Determine the root cause of the reported issue and assign a technician accordingly.Contact the client to determine their availability to gain access to the client's property.Investigate all tickets using the FIFO principle.Ensure that all technicians always have tickets assigned to them.Effectively and efficiently manage the assignment of technicians' jobs.Coordinators are always required to keep track of all technicians and know their whereabouts.Actively monitor company resources, their locations via tracker, to optimize resource allocation (average travel time between jobs).Ensure that QuickBase is updated with current information, i.e., the assigned technician details, appointment details, or any other required details.Constantly communicate with the tech team on site to establish time-in and time-out.Update QuickBase with exact faults or issue descriptions, solutions/fixes required.Coordinators are required to keep a daily record of work orders or number of tickets assigned to each technician in their POD/CELL.Obtain pre-authorization for technician overtime prior to technician working overtime.Must be managed by the Coordinator/s on late shift, together with the Service Delivery Manager.KEY COMPETENCIES
Communication skillsProblem-solving skillsInterpersonal skillsDecision-making skillsTime-management skillsTeam management skillsPeople management skillsCustomer service-oriented skillsAdministrative and multi-tasking skillsAssertiveness and accountabilityAbility to work in a high-paced and rapidly changing environmentAbility to handle mounting pressureExcellent coordination skillsFlexible and professionally developableQUALIFICATION & EXPERIENCE
Grade 12 or equivalentCertificate or Diploma in Business Administration (would be advantageous)At least 3 years in a call center, telecommunications, or customer relations environmentMS Office Suite, email construction/response, and internet proficiency
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