Supervisor: Support Analyst (POS Systems)
R
Recru-it
📍 johannesburg, johannesburg, South-Africa
Job Description
Key responsibilities:
Manage daily operations of the second line team and interactions:
Manage daily operations of the second line team and interactions:
- Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence.
- Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters.
- Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers.
- Optimises and automates support processes and tasks to improve efficiency.
- Coaches and mentors operational team members across first- and second-line support teams.
- Builds efficiencies across teams and channels through automation, optimisation, and process improvements.
- Assists customers with integration into the companys switch
- Assists with article and mandate compliance queries received from banks...