Resource Scheduling Supervisor

🗏Job Type

Full Time

JOB TITLE: Resource Scheduling Supervisor

DEPARTMENT: Shared Services Technical

REPORTING TO: Shared Services Manager LOCATION: JHB

PURPOSE OF POSITION
The prime objective for the Scheduling Supervisor is to ensure Supervisory of service and maintenance calls and timely and accurate allocation to technicians and sub-contractors by the team and feedback is given to customers at all times. Service Agreements must be met and third party systems must be updated.

KEY RESPONSIBILITIES
Provide Support to Business Partners by identifying service failures and correcting them by introducing permanent countermeasures
Resolve and respond to Customer service request and fault management with relevant information within specified timeframes
Communicate with, and respond to all Contact Centres (internal and external) with respect to service resolutions and information on completing the relevant escalations
Monitor remote diagnostics closely to ensure effectiveness and positive output from the Team

Ensure direct reports follow processes and are adhering to the Agreed SLA’s in place
Management of the technical schedule to ensure routes are planned according to calls allocated to them in order to reduce unnecessary long travel
Identify areas of concern regarding the different KPI’s measured in DM and report on unusual occurrences.
Daily Management to be carried out on a daily basis with Team at set times to drive continuous improvement
Report all problematic areas to be scheduled for PSP (identified in DM)
Manage and develop (growth) and performance of direct reports

POSITION RELATIONSHIPS
Internal
Technicians
Project offices
Other internal departments

External
Oil companies
Sub-Contractors
Dealers
Commercial customers

MEASURES OF PERFORMANCE (INDICATORS)
Leading
95% OTD of calls to be scheduled
98% of calls to be scheduled within 1hr of being logged
75% productivity of technical resources
90% of remote resolution
Lagging
Ensure Team diagnosis and schedules calls within set SLA- monthly, SLA should not be less than 95%
Open call should at 0% daily

Qualifications:
Required Education/ achievements
Matric

Preferred
Administrative Assistant degrees (advantage)
Diploma in Administration

Experience/ Knowledge
At least 2 to 4 years working experience as a scheduler or planner
Good product knowledge
Industry knowledge & HSSE requirements (Petrochemical industry)

Specific Skills
Computer skills (excellent in excel and ms word)
Accuracy, efficiency, and reliability are key skills to be successful in this position
Ability to communicate quickly and effectively
Customer Engagement
Must be able to lead and motivate people (positive contributor)

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Utilises Critical Thinking
Thinks through and analyses complex problems, challenges and drives to root cause.
Moves Strategy to Action
Prioritizes effectively, acts with speed and agility.
Listens & Responds to Customers’ Needs
Demonstrates deep understanding of customer expectations and end user needs.
Dedicated to exceeding customer expectations.
Seeks information from customer feedback to improve.
Solves problems - Looks beyond the obvious symptoms to uncover their underlying root cause (5 Whys).


Apply Here http://bit.ly/2C00YbT

Job id : , #71523, 14 views,

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