Installations Coordinator Manager

Installations Coordinator Manager needed

Financial

Installation Efficiency:

• Managing overall team output aligned with installation order and progression target, 95% of installation target reached consistently month on month
• Monitor and track installation order progression closely, ensuring all teams and resources are aligned to achieving monthly targets.

Monitor CRM:

• Before and after pictures of installation taken to verify that ONT and fibre services are configured.
• Verify billing amounts, date and time of installation, installers name.
• Assist in performing invoicing runs monthly – ensuring that the dates and times are correct and that supporting documents for installations are present and linked to the right contractors.
• Responsible for authorization of stock approval/issue process to contractors.
• Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role.

Customer

Assist in Overseeing the Installations Efficiencies and Installation Quality:

• All installations complaints are resolved within SLA.
• Quality of Installations completed with 72-hour timeframe.
• Sufficient comms between ZF and Installs Contractors.

Stakeholder Engagement and Customer Support:

• Before and after pictures of installation taken to verify that ONT and fibre services are configured.
• Providing service support to external customers via various channels.
• Ensure all practices and processes are aligned to strategic business goals.
• Engagement with stakeholders as and when required.
• Liaise with contractors when they are not performing and when sites are not ready.
• If sites are not completed, get contractors to complete drops of live services and escalated for fibre maintenance. Urgent sign-ups get priority.
• Management of SLA’S – oversee and ensure that they are upheld.

People Management:

• Monthly reports submitted as per operational and management requirements.
• On-board new staff members to ensure quickest time to performance.
• Support, coach and mentor staff to prescribed standards.
• Provide regular, constructive feedback and reinforcement regarding performance. Manage team performance, promoting cohesiveness and taking corrective action where necessary.
• Staff under supervision reach their KPI’s.
• Assist with the preparation and submission of performance reports.
• Fair and acceptable distribution of workload.
• To manage the workload distribution amongst the department.

Business Process Improvements

Assist in Implementing Strategy for Installations:

• Quality of customers connected, and customer supported.
• Sound strategies and targets developed and communicated.
• Assist with the implementation of strategic goals.
• Assist with the implementation of installations targets for the division.
• Reviewing systems.

Assist in Overseeing the Installations Efficiencies and Installation Quality:

• Installation’s coordinators and technician roles and duties are clearly communicated.
• Coordinators are able to facilitate comms between end user and contractors sufficiently and within stipulated times.
• Installation technicians to ensure they meet their targets as set by department objectives, i.e., installations quality.
• Discuss assignment of sites to installations technicians daily and measured/reported monthly in accordance with targets.
• Assist in monitoring overall employee productivity and providing constructive feedback and coaching where issues arise.

Operational Control:

• Delivery of services within agreed SLA.
• Measure by means of completed jobs.
• Assist with planning for customer installations – annual, quarterly, and monthly targets to be planned for.
• Oversee and ensure adherence to operational plan.
• Facilitate weekly meetings to track, plan and manage expectations, using the CRM to view installations coordinators, technicians and installers productivity and progress.
• Analyse and identify gaps and opportunities to mitigate risk of inability to complete installations with SLA.

Maintain quality of Installers on our network:

• Follow ups done to ensure installations are complete and operational with SLA.
• Ensure Install Tech are visible and/or present on site at the time of installation
• Follow up to confirm that installations have been completed according to schedule according to date and time set with end-users.
• Maintain 90% customers satisfaction post installation.

Oversee the Installations Coordination Department

• Discuss scheduling of sites with installations technicians.
• Proactive planning for the days ahead.
• Oversee installation technicians’ schedules and ensure it remains updated.
• Monitoring employee productivity and providing constructive feedback and coaching.
• Any customer complaints and fall out is resolved swiftly and accurately.
• Ensure effective communication within the team and company overall.

Reporting:

• Provide weekly, monthly and quarterly reports that clearly show operational delivery and profitability.
• Oversee reports that installations co-ordinators and technicians compile of performance against targets weekly, monthly, and quarterly, so that one can measure company performance and fast track the meeting of deadlines.
• 90% of all installations scheduled are completed.
• 85% of installations completed are progressed to activation.
• 72-hour turnaround time (from sign up to active subscriber) upheld.
• Report on turnaround times from contractors, installers, technicians, and installations coordinators.

Learning and Development

• Stay abreast of all industry and role related updates, developments etc. to ensure role efficiency, including team management and operational efficiencies.
• Learning about Zoom’s current & new products.
• Adapts well to new situations, unusual demands, emergencies, or critical incidents.
• Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.
• Responds to change with a genuine desire to do what it takes to get the job done, regardless of the need to make adjustments. Employee accepts the change and is instrumental in seeing that the change is perceived positively by others and is carried out in a way that improves the overall operation of the department

Requirements:

Valid Drivers’ license and own transportation

Higher certificate or Diploma in Business Administration/ Project Management

Cofi Certification is essential

Competencies:

• Administration-Performs activities related to an organization’s administration such as computing, organizing, planning, scheduling, producing reports or filing.
• Business Acumen- applies commercial insight to deliver a prompt and appropriate response to business matters to influence a positive outcome.
• CRM Software- handles software that allows the organization to store, organize, synchronize and search records relating to customer interactions.
• Customer Relationship Management-adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers stated and unstated needs and wants.
• Management Adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers stated and unstated needs and wants
• Operations Management- designs, executes, and controls operations that convert resources into desired goods and services. Implements a company’s business strategy.
• Attentive to Detail- thorough. Gives care and consideration to all parts and aspects of tasks. Considers fine points.
• Analytical- systematically examines and evaluates data or information by breaking it into its component parts to uncover their interrelationships so as to establish trends, changes and to identify risks in order to make meaningful business decisions.
• Solution Driven-identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and so as to minimize workflow disruptions.
• Communication Skills-exchanges information, news, ideas, and views to create shared meaning. Communication occurs between levels, departments, and employees. Uses appropriate methods of communication and transmits clear, professional messages. Checks own understanding.
• Manages Pressure-handles work related stress, pressure, and difficulties. Bounces back from obstacles and setbacks, ensuring work continuity. Stays optimistic and persistent.
• Performance Driven-puts in sufficient effort to meet or exceed business and customer expectations both in terms of delivery and quality. Able to act without being prompted to. Demonstrates a sense of urgency, self-motivation, and ownership in work. Has a need for achievement. Achieves results.
• Team Player-able to work as part of a team to achieve work goals and targets. Behavioural relationships between members of a group who are assigned connected tasks within a company are harmonious and have a positive effect on productivity
• Solution Driven-identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and so as to minimize workflow disruption.