ISP Helpdesk Service Operations Manager Location Other, Cape Town Advertised By Agency Job Type Full-Time Our client, a leading BPO solution provider specializing in customer experience and customer interactions is looking for an ISP Helpdesk Service Operations Manager. The purpose of this position is to take overall responsibility for the performance and ongoing development of the call centre, ensuring delivery of contractual obligations, client relationship development and ensuring growth and developing in this Technical / ISP environment. Here's what we are looking for: Knowledge and experience: Consumer / Retail ISP environment experience essential. Must have technical knowledge of Wireless, Fibre, Fixed lines and Satellite connections is essential. Minimum 10 years operations management experience, with at least 3 years experience in a senior managerial position in an ISP environment including routing, switching and security knowledge. Linux experience, Broadband technology background and ITIL qualification would be an advantage. Proficient in internationally accepted methodologies, processes and operational frameworks, such as ITIL. Understanding of Contact Centre or Service Desk Centre Industry in terms of how people and technology work together for business optimization. Salary: Market related The Key Performance Areas for this role is: Technical Management. Maintain high levels of technical understanding and support to the operation  . Operations Management. Policies, Procedures, Reports, Projects and Reports  . Leadership and People Management. Strategic Leadership fostering teamwork, effective communication, compliance and performance management. Training and Development. Up-skill and Motivate with effective leadership, mentoring, coaching and performance improvement. Financial Performance Management. Ensure sustained and profitable financial growth, budget management, SLA and Contract Management. Client Relationships. Main point of contact for the Client to ensure collaboration of operational goals and vision If you meet the above mentioned requirements,

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position. We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Send your CV to: recruitment@surgo.co.za