Designation:

Senior Operations Specialist (DStv Internet)

Category:

Multi Choice South Africa

Closing date:

05 Nov 2024

Position Type:

Permanent

Location:

Multi Choice City

The Organization

The Multi Choice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, Super Sport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.

Join Africa’s most loved storyteller!

Key Customers

Internal: BTD, IT, Customer Care, Commercial Sales, Finance, EBS

External: Customers, Technology providers

Location

Randburg, South Africa
Purpose of the Position:
Ensures the efficiency and effectiveness of the end-to-end internet operations. This role involves analyzing current processes, identifying areas for improvement, and implementing solutions to enhance productivity, quality, and customer satisfaction. The role will participate in key projects and provide guidance and support to other support team members on the internet.

Key Performance Objectives

Tasks

Process Improvement & Operational Support

• Analyze existing Internet operational processes to identify gaps, inefficiencies or bottlenecks.
• Develop and implement process improvements to enhance productivity and reduce costs.
• Collaborate with cross-functional teams to ensure smooth integration of new processes.
• Monitor the impact of process changes and adjust as necessary.
• Provide guidance and support for Customer Operations and well as other support teams within the organization.
• Assist in resolving complex operational issues that arise in day-to-day activities.
• Act as a liaison between operations and other departments to facilitate effective communication and collaboration.
• Support the implementation of new technologies or systems that enhance operational capabilities.

Eliminating & Preventing Disruptions

• Perform trend analysis to identify systemic issues experienced by customers.
• Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support.
• Develop proposals for fixing items escalated.
• Analyze escalations to Product support team to predict larger potential problems.
• Work with EBS, Finance, BT etc. to prevent larger scale problems from occurring.

Performance Monitoring and Reporting

• Develop and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
• Prepare regular reports on operational performance, highlighting areas of success and those needing improvement.
• Use data analytics to identify trends, patterns, and insights that can drive strategic decision-making.
• Present findings and recommendations to senior management in a clear and actionable manner.

Quality Assurance/ Training and Compliance

• Ensure that internet operations comply with relevant regulations, standards, and company policies.
• Implement and maintain quality assurance processes to guarantee high standards of service delivery.
• Conduct regular audits to verify compliance and identify areas for improvement.
• Work with the training team to develop training programs to ensure that staff are equipped to support customers on internet related items.

Qualifications

• A bachelor’s degree in any service related qualification
• A Post Graduate qualification will be advantageous Experience
  
• A minimum of 5 - 8 years’ work experience, in a technology; telecommunications-related environment
• Familiarity with various internet service providers, technologies, and equipment.
• Experience diagnosing and resolving complex technical issues.
• Strong understanding of internet protocols (TCP/IP, HTTP, DNS) and networking concepts.
• Ability to manage technical projects and coordinate with cross-functional teams. Technical Competencies
  
• Technologies
• Research
• Experiment design
• Stakeholder Management
• Monitoring and Evaluation
• Excellent Communication skills (verbal and written)
• Reporting
• Project Management
• Incident Management
• Service Optimization
• Data Analytics
• Process Improvement

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritization
• Analytical Thinking
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching