Responsibilities:

Call Management - Update relevant call management systems at least once a day with relevant information SLA Management: Monitor and manage client SLAs, ensuring compliance and addressing any issues promptly Updates and Reporting: Provide regular updates and reports on vendor performance and call management Assignment of Calls: Assign calls to the appropriate team members or vendors and ensure timely resolution Handling Complaints and Escalations: Address complaints, queries, and escalations effectively Manage and maintain relationships with vendors. Coordinate and oversee vendor-related activities and projects. Ensure compliance with company policies and procedures. Monitor vendor performance and address any issues or concerns. Collaborate with internal teams to ensure seamless vendor operations. Coordinate, manage and approve quotes, monthly vendor billing

Requirements:

IT or Computer science degree/diploma Strong communication and interpersonal skills. Experience in vendor management or a related field. Ability to work independently and as part of a team. Excellent organizational and problem-solving abilities. Proficiency in relevant software and tools.

Skills:

Negotiation and conflict resolution. Project management. Data analysis and reporting. Time management and multitasking. Customer service orientation.

Competencies and behaviours for success:

Customer-Centricity: Passion for delivering exceptional user experiences and driving customer satisfaction. Continuous Learning: Drive your learning journey with the team / stakeholders and your own learning by staying up to date with industry trends, best practices, and emerging technologies. Collaborative Mindset: Ability to work effectively with cross-functional teams, stakeholders, and vendors. Innovative Thinking: Willingness to explore new technologies, solutions, and processes to improve service delivery. Analytical Problem-Solving: Ability to analyse complex technical issues, identify root causes, and develop effective solutions. Adaptability: Flexibility to adapt to changing priorities, technologies, and business requirements. Effective Communication: Ability to articulate technical concepts to non-technical stakeholders and communicate effectively with diverse teams. Proactive Approach: Willingness to take initiative, identify areas for improvement, and propose solutions. Results-Driven: Focus on achieving business objectives, meeting SLAs, and delivering high-quality solutions. Resilience: Ability to handle pressure, prioritize tasks, and manage deadlines in a fast-paced environment.

 

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.