Team Leader - Field Operations
The Field Operations Team Leader is responsible to manage the scheduling team ensuring the delivery of timeous and high-quality interactions with the customer at his/her premises. It is important that the customer experience is positive as it sets the tone for future customer engagement, while the on-time completion of jobs is vital to ensure that billing can happen on time. Key Performance Areas:Lead and manage the scheduling team. Manage the performance of the scheduling team. Clearly communicate expectations, roles and responsibilities to team members and supply employees with the resources required to perform their duties. Adhere to and re-enforce the company policies, procedures and practices at all times. Support, Motivate and give feedback to the team. Grow and develop team members and encourage team members to do training as and when required. Onboard new recruits effective and efficiently. Lives and promotes the company values and culture. Facilitate cross functional interactions within Networks, as well as Commercial and Growth. Ensure compliance/quality and efficiency levels at which customer interactions are executed is maintain. Address external customer escalations timeously. Where necessary establish programs, introduce systems and create processes under the guidance of the district office managers and his/her management team. o Ensure that the field operations team receives support in a timeous manner. Ensure that all administration is affected in a timeous manner to ensure that billing can be completed in the correct billing period. Ensure that management is kept up to date with a live view of the progress with regards to customer interactions. Any ad Hoc business-related tasks as required by their manager. Ensure that all non-day to day challenges, issues or tasks are taken and addressed. Report on overall scheduling progress and operational stats. Progress toward achieving tactical goals. Report on effectiveness of systems, highlighting challenges to be escalated. Monitor efficiency and effectives of processes. Risks and/or challenges identified. Collate monthly performance reports according to KPIs. Communicate and report verbally and in writing to other team members and management. Produce monthly reports of activities.
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