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2IC Responsibilities

The 2IC is responsible for: 1) Monitoring call queues, mailboxes, and ensuring calls and requests are assigned and resolved in a timely manner. 2) Assisting team members with queries, technical help, or escalating issues to engineers. 3) Producing weekly reports on performance metrics, incidents, and shift schedules to monitor workloads and service levels.

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323 views3 pages

2IC Responsibilities

The 2IC is responsible for: 1) Monitoring call queues, mailboxes, and ensuring calls and requests are assigned and resolved in a timely manner. 2) Assisting team members with queries, technical help, or escalating issues to engineers. 3) Producing weekly reports on performance metrics, incidents, and shift schedules to monitor workloads and service levels.

Uploaded by

Academic
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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2IC Responsibilities

 Queue Management

Monitoring the queue ensuring all calls are answered.


When calls are holding – TALK TIMES must be reduced.
Checking team members Aux times – Urgent query and Admin Aux times.
Ensuring the team takes their lunch/break times as assigned to avoid more than 3 people being
unavailable at the same time.
Active on the queue for the first two hours and on standby in case we have calls holding.

 Mailbox Management

Ensuring the mailboxes get attended to (529Helpmanagement and VA Escalation)

 CA 529Help SD & Frontline Call Management

You need to ensure all calls (Incidents, Requests and RFC) are attended to.
As required they must be routed, assigned and actioned.

Escalation for our business sent to the [email protected] e-mail address.


Not_Satisfied_with_Request/Incident – Reply stating you are investigating.
Make sure issued gets resolved– send feedback to Jason as to why users was not satisfied

 Ensuring all CA Calls assigned back to consultants are attended to.

 Assisting Team members

You need to assist the team if they require help with a query/technical help or get an engineer
to assist.

 Other additional responsibilities:

Joining IM Meeting every week day at 11:00

 When there is a Network Outage I send SMS’s & emails to the Office Managers to let them know
that we are aware of the Network Outage, the Call has been logged with the Relevant  Company
e.g. Liquid Telecom \ Telkom.
 I log the Outage Call the following day with the Down and the Up Time.
 I deal with the Franchise Managers and Sales Operation Escalations.

 Making sure the 4 Displaying monitors are working.


 One Screen, how to share the monitor

SYSINJHB, SYSINCPT, SYSINKZN


 Doing Normal Agent tasks – (taking call, attending to USS ticket, escalating calls).

 Major Issues
Liaising with Incident management on suspicious or potential Major issue - extension: 91063 is
Incident Management’s Hunt line for quick update and feedback.

 Ticket touch report.

To give a detail report on the touches made on the logged calls/USS tickets on a month basis.
1st week of the month.

 Shift Analysis.

To check if the shifts are balanced and that everyone is accounted for.
Creating/updating and finalizing of monthly shift roster.
Weekly standby.
Lunch Roster and shift Roster.

 Adherence Update.

Shifts, Breaks and Lunches.


Pulling of Adherence Times
Creating /updating of lunch schedule
Lunch Roster and shift Roster.

Submission, every Friday before 10

 Mail Marshal.

Releasing the blocked emails, that are work related.

 Cab Meetings.

To establish if there’s any changes that will affect us as Agents and/or the clients/users in
general, in order to find alternate ways and/or send the relevant communication regarding the
impacts.
Attending CAB Meetings (Mondays and Wednesdays at 13:00 pm)

 Handling escalation sent to me via emails.

To resolve the escalated issues or referred the said issues to the respective department if need
be.
 Training the Staff on new system we need to support

Occurs weekly, that is, on a Friday from 12:00 pm, 30 minutes intervals.

 Protecting the SLA

Checking unassigned call (Incidents, Requests and RFCs) on all the

 Daily reports on USS, Teletickets, FCR, SLA and CATEGORY

 Weekly sending Shift reminders, MTD reports

 Follow ups on Agents that worked weekends if SLA not met

 Also recently the TL DTS Fuad here in CPT, ask me to do weekly DTS INCIDENTS and REQUEST
report for them – which I then just do weekly for them to follow up on how long they spent on
tickets

 Also log incidents for DTS for all there WIC – as users comes to them direct without a call logged
and to help SLA those users don’t call us but me rather logging to DTS

 Also started with Shift roster and would want to take over Lunch rooster if on days Peter or
Lindah might not be at work

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