Botswana Power Corporation (BPC)

Transcription

1 Botswana Power Corporation (BPC) Operations Job Specification Position: Template: Transmission & Distribution Management: Manager, Call Centre Business Unit: Print Date: 20 Oct 2017 Page 1 of 8

2 Position Particulars Status: Cost Centre: Position Type: Position Level: 0 Numbers Managed: Reporting To: Reporting Levels: Filled Operations TBA General Manager (T&D) TBC Date Created: Qualification: Experience: Knowledge: Purpose of Position: Decision Making Powers: Planning Complexity: Recognised Bachelors Degree in Business Administration, Engineering or equivalent Five (5) years post qualification experience, two (2) of which should have been at Supervisory level in a Customer Service or Call Centre environment. Experience at supervisory level would be an added advantage Team leadership; Customer/ client relationship management; Analytical; Results Driven; Customer service orientation; Reporting; Leadership; Strategic thinking; Planning and Organisational; Interpersonal competencies; Communication (oral and writing); Sound judgment and ability to use tact and discretion; Problem solving; Confidentiality; Proficiency in computer applications; Innovation; Integrity To manage and direct all aspects of BPC Call Center operations, determining call center operational strategies by conducting needs assessments, capacity planning and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing customer-service standards; monitoring & evaluating system performance; and implementing quality assurance programs to enable realization organizational business plans and reviews. Plan, coordinate, optimize and manage the activities of Call Centre; Provide quality Customer Services; lead and motivate diverse teams. Retention of competent and highly mobile professionals. Increase customer satisfaction levels. Conduct Customer Service Survey. Management of customer expectations and satisfaction. Managing Call Centre at peak times. Optimize availability of service and support to customers country wide. Page 2 of 8

3 Key Performance Areas Customer Focus Weighting 4 Proficiency 3 The ability to focus on current and future, internal and external client. Understand client trends and the link to the internal client service philosophy. The ability to identify and approach new client groupings, involve them in providing insights on service levels, products and solutions in order to identify client needs and ways to improve delivery. Create an environment where client service is paramount; actively promote client service as a value and inspire others. The ability to develop and implement client service initiatives and processes to increase client satisfaction. The ability to set service standards and ensure compliance to these. Pro-actively attend to and prevent service issues or breakdowns; ensure that current service levels are not disrupted by internal organisational changes. Execution and Delivery Weighting 4 Proficiency 3 The ability to do monthly to quarterly tactical planning and monitoring of a main operation within the organisation. Manage execution and on-time delivery by setting priorities and milestones, translating initiatives into plans and schedules, and coordinating activities. Monitor the demands on a process or operation and match resources to ensure business continuity. Acquire and ensure optimal utilisation of resources by taking into account constraints, peaks and troughs. Develop and implement monitoring, measurement and tracking processes and/or systems. Benchmark quality and productivity against best practice. Monitor productivity measures and data, as well as create synergy amongst teams, to increase productivity. Set quality standards and measurements. Implement programs and initiatives aimed at improving quality. Applications: Company Operations System Weighting 4 Proficiency 3 Ability to use advanced functionalities to resolve problems, queries and produce reports in one system or moderate functionalities in more than one systems. Telephone Caller Handling Weighting 4 Proficiency 4 As a Manager/supervisor, solves problems/ queries, makes suggestions, anticipates needs related to product or service delivery across multiple query/products in an unscripted environment. Multi-tasks and communicates in conversational manner. Uses voice, non-verbal cues and understanding of respect, diversity and culture to convey emotion without causing offence. Uses language, articulation and examples to suit the audience and context. The ability to defuse conflict and reduce negativity. Customer interface management Weighting 4 Proficiency 3 Expert understanding of the customer solution and the oversee/execution of 3 to 5 of the following 8 tasks/activities: Record and resolve customer queries, Escalate complaints, Inspect facilities for functionality and cleanliness, Report faulty aspects, Record solution performance data, Ensure compliance with legislation, Ensure compliance with safety and environmental acts, Recommend changes to interface process to improve customer experience Product Knowledge. Weighting 4 Proficiency 4 In addition to Proficiency Level Three, in-depth understanding of the full range of products; can converse about intricate process details of product delivery, typical problems experienced, modification to process required. Ability to indicate advantages and disadvantages of each. Influencing Through Communication. Weighting 3 Proficiency 3 The ability to communicate in the context of presentations and meetings using advanced media in a convincing manner. Use logical argument in discussions and written communication to influence others' thinking. Convey ideas and present information of moderate level of complexity. The ability contextualise, illustrate and logically present information in different ways, communicate with excitement, maintain pace and timing, and paraphrase effectively. Customer Technical Support Weighting 3 Proficiency 2 At key customer executive level, dealing with less complex customers, provide customers with technical support: Understanding of network dynamics, electricity supply, network configuration. Ability to advise on Load management, simple Network supply problems, Outage management, Metering, Maintenance coordination. Page 3 of 8

4 Accountability & Responsibility ELF Customer Customer Focus Weighting 4 Proficiency 3 The ability to focus on current and future, internal and external client. Understand client trends and the link to the internal client service philosophy. The ability to identify and approach new client groupings, involve them in providing insights on service levels, products and solutions in order to identify client needs and ways to improve delivery. Create an environment where client service is paramount; actively promote client service as a value and inspire others. The ability to develop and implement client service initiatives and processes to increase client satisfaction. The ability to set service standards and ensure compliance to these. Pro-actively attend to and prevent service issues or breakdowns; ensure that current service levels are not disrupted by internal organisational changes. Networking and Partnering Weighting 1 Proficiency 2 The ability to build networks across functions.seek out and cultivate a network to improve team performance by attending work and social events. The ability to use networking opportunities, share knowledge, consult, integrate, and contribute to others' decision-making processes. Provide guidance to operational elements of partnering and maintain and manage partnerships. Use networking and partnering to stimulate business growth without compromising risk. ELF Delivery Execution and Delivery Weighting 4 Proficiency 3 The ability to do monthly to quarterly tactical planning and monitoring of a main operation within the organisation. Manage execution and on-time delivery by setting priorities and milestones, translating initiatives into plans and schedules, and coordinating activities. Monitor the demands on a process or operation and match resources to ensure business continuity. Acquire and ensure optimal utilisation of resources by taking into account constraints, peaks and troughs. Develop and implement monitoring, measurement and tracking processes and/or systems. Benchmark quality and productivity against best practice. Monitor productivity measures and data, as well as create synergy amongst teams, to increase productivity. Set quality standards and measurements. Implement programs and initiatives aimed at improving quality. Risk Management Weighting 1 Proficiency 2 The ability to understand, assess and manage risk within an area. Identify and assess risks in terms of likelihood, severity and magnitude of impact. Contribute to the development of risk management solution, processes, models and frameworks. Ability to pro-actively reduce risk/exposure and minimize losses by monitoring the adherence to risk controls and measures. The ability to use and adapt risk management tools. Financial Management. Weighting 2 Proficiency 3 The ability to develop and manage a medium sized budget (revenue and cost) and validate this against strategy. Analyse and interpret financial results/reports, understand the interaction between ratios, business deliverables and strategy. The ability to use data to guide strategic and operational decision-making. Understand the requirements of an effective and efficient financial environment. The ability to understand the accounting cycle and three or more key financial processes like Account Receivable, Accounts Payable, Audit, Treasury, General Ledger etc. Technical Expertise Weighting 1 Proficiency 2 Possesses a broad overall understanding of the discipline and some depth of specialization in own field; is consulted by peers. The ability to stay abreast with research to stay current with best practices. Anticipate and address problems as related to own field of expertise. Apply technical skill to deal with new problems, provide technical analysis and data to guide decision-making and share expertise. Acknowledged as an specialist with experience in the area. ELF People Coaching and Developing Weighting 1 Proficiency 2 The ability to remove barriers to employee development. Pro-actively create learning opportunities through knowledge-sharing, experimentation & exploration. Identify skills, knowledge and experience gaps to align overall team development needs with business unit goals. Coach and develop employees to add value in current and future roles. Involve employees in discussions, meetings or projects that are not core to their current roles in order to develop. Page 4 of 8

5 Align development plans and actions to career aspirations of the employee. Help employees by way of on-going discussion, coaching, assessment, goal setting and feedback to improve their own performance. Guide employee development by helping them make the correct choices in terms of learning interventions to attend. Leading Change. Weighting 1 Proficiency 3 The ability to lead change initiatives at a functional level. Manage the change process by translating change imperatives into projects/programs, goals, priorities and contingencies as well as redesign structures, systems and processes for change. Explain the link between the strategy and the need for change, clarify direction and talk enthusiastically about the future. Nurture the process of change by identifying and nullifying barriers to change, minimizing complexity and eliminating contradiction. Inspire others, deal with ambiguity and adapt to changing demands and priorities. Leading Teams Weighting 2 Proficiency 2 The ability to lead other managers (Inter-Team). Foster team spirit, identity, commitment, competitiveness, accountability, and value systems across diverse teams. Show teams how to reach common and shared goals. Clarify roles and responsibilities of teams and allocates talents and abilities to specific teams. Manage and allocate human resources to month-to-month projects and tasks. Manage, monitor and enhance the performance of teams. Encourage collaboration, involve others and use different viewpoints when making decisions. Remove or help the team overcome obstacles and barriers. Ensure support functions and processes are in place. Seek opportunities to publicly recognise and reward teams and individuals for success. Building Talent Weighting 1 Proficiency 2 Develop Junior/Middle Management talent. Actively seek opportunities to attract internal and external talent to fill positions in own area and build these relationships over the long term. Maintain and retain talent via coaching, empowerment, reward and recognition, incentives, and career development. Create a vested interest in vision/goals and succession-plans are linked to individual's ambition. Train and develop employees, support career and professional growth, and use development processes to increase competence levels of employees. ELF Personal Building Relationships Weighting 1 Proficiency 3 The ability to build relationships with senior management in own organisation and with external parties within a dynamic context. Perceive and interpret own and others' emotions and feelings, engage and manage conflict. Show tact, be attentive to emotional cues, use emotions for effect and prioritize emotions when making decisions. The ability to be composed and manage reactions in relation to the situation. Maintain and create solid relationships, collaborate and integrate, manage conflict, cooperate, share knowledge, information and expertise. The ability to welcome feedback and work with different personalities. Achieve diverse, balanced and productive outcomes by effectively managing the way in which diverse people work together. Influencing Through Communication. Weighting 3 Proficiency 3 The ability to communicate in the context of presentations and meetings using advanced media in a convincing manner. Use logical argument in discussions and written communication to influence others' thinking. Convey ideas and present information of moderate level of complexity. The ability contextualise, illustrate and logically present information in different ways, communicate with excitement, maintain pace and timing, and paraphrase effectively. Drive Weighting 1 Proficiency 3 The ability to pro-actively anticipate threats and capitalise on opportunities; act on these in a decisive manner. Add value beyond the obvious. Believe in own capabilities, inspire success, push to the limits and accept consequences of failure. Take accountability and ownership for delivering results of an area, confess to own failures and commit to an outcome. Create frameworks conducive to execution and motivate and influence peers to strive for excellence. Work tenaciously, remain self-disciplined and composed, ignore distractions and stay focused on medium-term goals. Integrity Weighting 2 Proficiency 3 The ability to create a climate and platform to support integrity. The ability to build trust and confidence through consistency in behaviour, respect, fairness, honesty and authenticity. The ability to give credit to others. Not sacrifice integrity for convenience, confront negative behaviours in others and make fair judgements even if they may be unpopular. Implement morals and ethics regulations, standards and framework, provide advice to others on ethical dilemmas and reward and encourage ethical behavior. ELF Thought Page 5 of 8

6 Strategy Creation Weighting 1 Proficiency 2 The ability to stay abreast with economic, business, social, political, and technological trends. The ability to explore and explain trends. The ability to benchmark and identify relationships that are relevant to achieving business goals. Furthermore the ability to stay abreast with changes, interdependencies and decisions in other areas of the organisation. Develop 1-3 year department strategies to gain maximum effectiveness. Consider different options in terms of opportunities, threats, timing, buy-in and resource availability. The ability to take decisions to enhance the effectiveness of a department. Furthermore the ability to create new ways of sustaining efficiency and effectiveness. Strategy Translation Weighting 1 Proficiency 2 The ability to offer an opinion on the business model, strategy and value propositions. Implement the strategy by translating goals into plans, integrating, and operationalizing resources, systems and processes. The ability to monitor the results and make adjustments if needed. Communicate the strategy and vision with excitement. The ability to describe the strategy and gain commitment. Business Acumen Weighting 2 Proficiency 3 Understand the industry, competitors, buying behaviour, economy, political environment and market-share. Use this information to respond to shifts and improve organisational results. The ability to systematically evaluate analyse and identify opportunities, synergies and trade-offs that could create value. Use business model to create value and competitive advantage. The ability to target opportunities by creating a culture of entrepreneurship, combining and reframing resources to extract margin, cross-sell, and develop new channels, solutions and products. The ability to remove non-value adding initiatives. Managing Complexity Weighting 1 Proficiency 2 The ability to deal with one or two large-scale projects or initiatives over the medium term; managing personal stress, conflicting priorities, interdependencies, resource allocation, hidden assumptions, and trade-offs. The ability to isolate common themes in information, translates complex concepts into simple terms, and create simple solutions. The ability to balance short and long-term goals, and to utilise available resources to the full. Innovation Weighting 1 Proficiency 3 The ability to create an awareness of creativity and innovation. The ability to challenge traditions and encourage out-of-the-box thinking. Think creatively and resourcefully by brainstorming, exploring lines of thought, connecting different concepts and thoughts to create and generate a range of innovative solutions. Combine ideas and approaches in unique ways, creatively implement new ideas and solutions, and allow others to make mistakes. Continuously reengineer and improve processes, methods, practices and systems. Information Technology Applications: Company Operations System Weighting 4 Proficiency 3 Ability to use advanced functionalities to resolve problems, queries and produce reports in one system or moderate functionalities in more than one systems. Enterprise Reporting Weighting 2 Proficiency 2 The ability to consolidate data from multiple data sources into a common report. Development and publishing of real time dashboards and reports in multiple output formats according to user requirements. Data Quality Management Weighting 2 Proficiency 3 Design and develop data profiling processes and techniques. The ability to make sure data quality business rules and in place, communicated and group data quality standards have been adapted and adopted by an area. Identify trends, assess historical data and communicate existing data quality issues and provide improvement plans. Leadership Knowledge management Weighting 1 Proficiency 3 Page 6 of 8

7 Source information including abstract information from a variety of sources, which include data reduction to conclusions and effective distribution of this knowledge to others in the organisation through appropriate communication mediums in order to create a learning organisation. Legal Application of the Legislation Weighting 1 Proficiency 3 In-depth knowledge and systemic understanding of relevant laws impacting on the Business Unit and engaging industry bodies proactively through respective organisation in order to build a good reputation. Keeping abreast of legislation & adapting Business Unit to legislation. Marketing and Sales Client servicing Weighting 1 Proficiency 4 In the context of higher level strategic (35-50 level) contact with client staff with regard to process and product innovation to improve service levels. Telephone Caller Handling Weighting 4 Proficiency 4 As a Manager/supervisor, solves problems/ queries, makes suggestions, anticipates needs related to product or service delivery across multiple query/products in an unscripted environment. Multi-tasks and communicates in conversational manner. Uses voice, non-verbal cues and understanding of respect, diversity and culture to convey emotion without causing offence. Uses language, articulation and examples to suit the audience and context. The ability to defuse conflict and reduce negativity. Measuring Customer Satisfaction Weighting 2 Proficiency 3 In addition to Proficiency Level Two, as an Customer Service Manager a deep experiential knowledge and understanding of Service Measurement and the ability to apply all service management tools (questionnaires, flowcharts, checklists, process flows, inquiry, inspection, interviews, observation, surveys, analysis of service data, extract data from a system). Develop advanced templates and questionnaires as well as use of intermediate features of service technology. Recommend advanced improvements to improve business performance. Customer Service Weighting 2 Proficiency 4 Specialist knowledge and understanding of client service philosophy and techniques. The ability to design client value proposition, the delivery and distribution mechanism, channels as well as customer interface configuration. Furthermore deep knowledge of the market, customer base, consumer behaviour and consumer psychology; the ability to anticipate and translate these into client service models, philosophy and systems. Customer interface management Weighting 4 Proficiency 3 Expert understanding of the customer solution and the oversee/execution of 3 to 5 of the following 8 tasks/activities: Record and resolve customer queries, Escalate complaints, Inspect facilities for functionality and cleanliness, Report faulty aspects, Record solution performance data, Ensure compliance with legislation, Ensure compliance with safety and environmental acts, Recommend changes to interface process to improve customer experience Operations: Electricity Generation Customer Technical Support Weighting 3 Proficiency 2 At key customer executive level, dealing with less complex customers, provide customers with technical support: Understanding of network dynamics, electricity supply, network configuration. Ability to advise on Load management, simple Network supply problems, Outage management, Metering, Maintenance coordination. Operations: General Page 7 of 8

8 Product Knowledge. Weighting 4 Proficiency 4 In addition to Proficiency Level Three, in-depth understanding of the full range of products; can converse about intricate process details of product delivery, typical problems experienced, modification to process required. Ability to indicate advantages and disadvantages of each. Safety health and environment Weighting 1 Proficiency 2 Operational understanding and working knowledge of either statutory or operational requirements as applied to own field of operation, and ability to execute a range of basic tasks regarding health, safety and the environment. Negotiation and conflict resolution Weighting 2 Proficiency 3 In addition to Proficiency Level Two, experiential understanding and ability to negotiate or resolve conflict and differences, agree upon courses of action, bargain for advantage to satisfy various needs at an organisational level. Deals with underlying dynamics and systems. Two or three party negotiation. Business Reporting Weighting 1 Proficiency 3 The ability to analyse, identify and integrate sourced data and trends into basic position papers, proposals, recommendations and plans with concise and focussed communication in order to inform strategic direction. Page 8 of 8