INFORMATION TECHNOLOGY MANAGER FOR CAONTACT CENTRE IN SOUTH AFRICA

PURPOSE Manage the efficient functioning of the contact centre telephony and computer systems. Provide and coordinate support services for both hardware and software. Manage and coordinate the activities of the team of IT Support Technicians to achieve optimal levels of performance. Be flexible to contribute to the efficient operation of the contact centre as required. DUTIES • Coordination and accountability for the resolution of daily IT work requests (OTRS). Establish a work programme with the IT support team for efficient resolution of requests • Develop and manage a site work programme, coordinating business demand with IT continuous improvement initiatives & IT projects • Develop backup/recovery procedures that meet with Business continuity and Disaster recovery planning and assessment needs • Manage & participate in local site projects, setting clear project timelines, responsibilities and expectations of IT • Manage, design and document local infrastructure changes. • Manage IT relationship with local external service providers Organise the physical integration of information technology into new or existing work environments • Facilitate the procurement and install hardware components such as desktop computers, file servers, storage and multiple workstation facilities, managing and ensuring compliance with Company standards • Maintain inventories for software, hardware and licensing and maintenance arrangements in accordance with the Asset Management Register • Ensure adequate IT service provision and back-up during out of office hours • Facilitate problem solving and collaboration with the back office support teams, Company management, external contractors and clients • Set team objectives and monitor the performance of team members, providing on the spot coaching and feedback • Conduct formal performance reviews with direct reports as per the Company performance management system • As a subject matter expert, participate in the promotion of the call centre to prospective clients and industry members as required • Identify and implement efficiencies and cost savings in call centre work processes. MINIMUM REQUIREMENTS • Relevant qualification in IT technical support and or systems / network administration (University graduate) • At least 3 – 5 years’ experience in an IT manager role in a contact centre environment • Extensive experience in the set-up and maintenance of telephony equipment, networks, servers, desk-top and lap-top hardware • Knowledge of Open Source systems and support applications • Knowledge in Microsoft and/or Linux operating systems and Avaya systems • Ability to document and manage site schematics and supporting documentation • Understanding and ability to develop an understanding of customer applications and requirements • Proven experience in dealing with both internal and external customers • Demonstrated skills in managing vendor service delivery, and procurement processes.