National Admin Supervisor

Description:

Reporting to National Operations Performance Manager
Job Purpose:
The National Admin Supervisor for the draught sector is responsible for providing support to the operations teams in terms of project tracking and administrative support to ensure efficient service delivery, accurate billing, equipment tracking, and compliance with SOPs and customer SLAs. The incumbent plays a role in improving workflow, service delivery, and interdepartmental collaboration
Key Competencies: Leadership, Attention to Detail, Administrative Excellence, Customer-Centric Communication.
JOB SPECIFICATION:
The main tasks and responsibilities associated with the position are listed below. This is not an exhaustive list of tasks and responsibilities and any other tasks and/or responsibilities that could be reasonably expected for the position may be required.
JOB DESCRIPTION:
Collaborate with other sector heads to ensure cross-functional smoothness.
Communicate with admin and management staff to ensure timely and efficient project and daily SLA delivery.
Monitor SLAs and KPIs for customer satisfaction, response times, and uptime.
Ensure all administrative staff align to group deadlines, objectives, and goals.
Support branch admin staff and provide continuous training in Enterprise and customer SOPs and protocols to develop staff. Implement training programs to enhance skills and knowledge within the teams.
Maintain effective communication with internal and external stakeholders, including suppliers, other branches, and customers. Ensure that all parties are informed of service updates, issues, and resolutions.
Assist with an environment which brings about creativity and teamwork among employees.
Maintain a high level of administrative accuracy.
Establish and maintain a healthy relationship with our customers.
Provide customers with service that exceeds expectation.
Ensure all customer projects run smoothly and that deadlines are met. o Attend to customers’ queries telephonically and via email.
Ensure calls are accurately closed within SLA.
Submit reports as required.
Ensuring that all customer callouts are logged from portals on time and all customers receive adequate and timely feedback.
Track and report on KPIs and SLA performance.
Liaise with clients for scheduling, job updates, callout updates, and resolution of admin issues.
Ensure warehouse checks and counts are submitted and quarterly year-end processes are followed.
Ensure client invoicing and affiliate accuracy.
Debtors tracking and checks.
Asset scrapping submissions and progress monitoring.
Check technician and engineer incentives for accuracy.
Ensure admin alignment with national SOPs and deadlines.
Track SLA compliance and drive improvements.
Lead by example with a hands-on, service-first mindset.
Provide regular reports and feedback on all areas.

Requirements:

Matric
Administration Supervisor experience (national)
Skills & Knowledge required:
1. Analytical skills.
2. Intermediate proficiency in MS. Office.
3. Knowledge of capturing on a database would be beneficial.
4. Telephone etiquette.
5. Attention to detail.