Installations Coordinator

• Assisting managers where needed with approving invoices from contractors
• Assist managers with stock approval and management.
• Ensuring that clients are activated within 72-hour SLA for billing purposes.
• Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role.

2.Customer

Customer service:

• Customer queries are handled timeously and in a professional manner.
• Notify end users of any delays pertaining to installations.
• Ensure that when dealing with a customer you adhere to the Zoom Fibre quality assurance standards as per the Co – Ordination SOP document.
• Checking photos received from contractors and quality checks completed daily and reporting non-conformances.
• Assist and provide insight to any departments both internal and external regarding ongoing matters within your control, e.g – Installations incomplete, delay in installation activation due to verification failure within 12 business hours of escalation.
• Ensure systems are updated with relevant and accurate information within escalation time frames.

3.Business Process Improvements

Installations:

• To ensure AEX/Agility and QuickBase has corresponding information.
• 100% data accuracy across systems.
• Compile and submit any non-conformance documentation to management where customers are affected by contractor negligence.
• Ensure escalations from previously completed installations are attended to by contractors within 12 business hours’ time frames.
• Ensure that contractors stick to the times and dates set out by the scheduling team daily.
• To ensure correspondence received from the contractor is correct and accurate for meeting coordinating and installations targets as provided by their line manager.
• Ensure that targets sent by the Manager are met on a monthly, quarterly and yearly basis.
• Administration and compiling information for systems to be updated timeously.
• Track and manage all verification failures to ensure accurate information is provided to customers.
• Daily reporting on installations allocated and percentage of completed vs retentions/reschedules that we were unable to complete.
• To progress and quality check all installation and ensure Contractors stick to the Zoom Fibre Specifications. 95% completion rate daily.
• 95% of daily target achieved and 100% of reporting on progressions and drop-offs submitted on time.
• 90% completed installations for the month and 85% made installations for the month. Maximum 10% retentions/rescheduling drop offs allowed.

4.Learning and Development

• Stay abreast with role development and efficiencies and implement on the job training, initiate self-development/training initiatives for self-development and growth.
• Familiarize yourself with installation processes, procedure, protocols and SLA’s
• Ensure consistency in any learning and development programs enrolled in.
• Continuously learn about existing and new company 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 adjust. 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 in Project Management and/ or Fibre Force (Entry Level) – COFI or similar

Competencies:

• Administration – performs activities related to an organization’s administration such as computing, organizing, planning, scheduling, producing reports or filing.
• Customer Relationship Management – adopts a philosophy and corresponding processes that focus on identification and satisfaction of the customers stated and unstated needs and wants.
• Device Configuration – handles software that allows the organization to store, organize, synchronize, and search records relating to customer interactions.
• General Computer Literacy -good working knowledge of MS office software packages.
• Information Management – manages processes around gathering information, communicating information within and outside the organization, retaining core business information and safeguarding information from competitors. Ensures meaningful MIS systems are in place.
• Attention to detail – gives care and consideration to all parts and aspects of tasks is thorough and 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.
• Communication Skills – exchanges information, news, ideas, and views to create shared meaning. Communication occurs between levels, departments, and employees. Use appropriate methods of communication and transmit clear, professional messages. Check own understanding.
• Conscientious -sees routine tasks through to completion without prompting.
• Customer Centricity -focuses on meeting and exceeding the needs of internal and external customers by anticipating customer needs, delivering within timeframes and to quality standards, measuring customer reaction and maintaining necessary contact with customers.
• Manages Pressure-handles work related to stress, pressure, and difficulties. Bounces back from obstacles and setbacks, ensuring work continuity. Stay 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 promoted to. Demonstrates a sense of urgency, self-motivation and ownership in work. Has a need for achievement. Achieves results.
• Planning and Organizing -provides a written account of intended future action to achieve specific objectives within a specific timeframe. This explains what needs to be done, when, how, and by whom.
• 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.
• Time Management-systematically structures/plans own time and implements this plan. Able to prioritize and action tasks within given timeframes without compromising on quality. Plans include additional time to cater for unforeseen circumstances.
• 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.