Call Centre Coordinator

As our Call Centre Coordinator your responsibilities will include but are not limited to:

Performance and Delivery

Call Centre Coordination

• Attend to all incoming calls and verbal requests.
• Assist with calls unrelated to the Plant or notification process by redirecting or providing advice.
• Evaluate requests according to OM requirements and refer to the decision/risk matrix to prioritise urgent work.

Notification and Work Order Management

• Capture all notifications within the SAP PM platform.
• Assess the urgency of notifications using a risk matrix.
• Report urgent matters to the RRT Foreman and Shift Supervisor.
• Convert notifications into work orders upon approval from the RRT Foreman/Shift Supervisor.
• Release ad-hoc work notifications in SAP for approval or cancellation by the accountable FLM.
• Oversee the confirmation of all urgent work orders in SAP and ensure execution by Call Centre clerks.
• Print created urgent work orders.
• Create urgent 45-order numbers for contractors/technical personnel after hours and liaise with buyers to release orders.

Resource and Material Management

• Order and contact necessary resources specified by the Shift Supervisors/team members.
• Place reservations for materials when notifications are determined to be urgent.
• Create purchase requisitions and purchase orders for materials or parts from the store for artisans and standby personnel.

• Ensure continuous transparent communication with Plant Engineering Maintenance Operators and Supply Chain stakeholders regarding material ordering and delivery.

Reporting and Documentation

• Capture information to generate informative reports on callouts and execute tasks.
• Generate and maintain all reports as established by your direct supervisor.
• Address escalation issues from the Call Centre related to risks in executing urgent work.
• Assist the Call Centre Clerk in ensuring mandatory information is captured on job cards before confirmation in SAP.

Safety and Housekeeping

• Adhere to all safety and health standards and continuously promote good housekeeping.
• Communicate lightning system deviations to sections and alert personnel of approaching or imminent storms via SMS and radio communications.

• Participate actively in safety initiatives conduct SLAMs HPHs relevant Risk Assessments and close out Safety Actions (where applicable).

Administrative Support

• Perform effective and efficient general office administration such as diary management and order processing to support team objectives.
• Order and process overtime meals as required by procedure.
• Adhere to all shift handover procedures.

Process Improvement and Coordination

• Devise better work practices with the relevant stakeholders (e.g. Coordinator Planner) through analysis and process improvement.

• Liaise with RRT Supervisors to ensure awareness of the impact of urgent work requests on plant operations.
• Identify the technical/operational expertise needed to complete work.
• Escalate to Shift Supervisor/Coordinator when required or if unsure.
• Prioritise urgent work requests in coordination with the Coordinator Planner RRT Foreman Control Room and Shift Supervisor.
• Assist the Planner in Plant Operations and the Section Manager Planning requests as per the Anglo American Operating Model (AAOM) and business requirements.

Standards and Compliance

• Ensure alignment and adherence to all business OM and Call Centre standards and procedures.

This role is in Processing (PRO) department on a band 8.7 level reporting to the Section Manager Planning.

Qualifications :

• Grade 12 Certificate / N3 Technical
• SA Drivers Licence

Technical Knowledge

• 3-5 years of relevant call centre/clerical experience in a mining environment.

• Knowledge of MS Office Suite and relevant SAP experience.
• Understand the Urgent Work Matrix.
• Knowledge of equipment components and functionality.
• Understand the Call Centre Functioning RRT Teams functioning supply Chain systems and procedures.
• Awareness of company policies and procedures.
• Knowledge of emergency procedures.
• Awareness of Safety standards.
• Understand how working shifts impact various aspects of life including physical and emotional well-being.

Additional Information :

Who we are

Anglo American is a global diversified mining business. Our portfolio of world-class mining operations provides the metals and minerals that make modern life possible. We use innovative practices and the latest technologies to discover new resources and mine.

We work together with our key partners and stakeholders to unlock the sustainable value that those resources represent for our shareholders the communities and countries in which we operate and for society at large. Anglo American is re-imagining mining to improve peoples lives.

How we are committed to your safety

Nothing is more important to us than ensuring you return home safely after a days work. To make that happen we have the most rigorous safety standards in the industry. Not only that were also continually investing in new technologies from drones to data analytics that are helping to make mining safer.

Inclusion and Diversity

Anglo American is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfil their potential.

How to apply

To apply for this role please complete our online application form. You will have the opportunity to upload your CV and other relevant documentation as part of this process.

Remote Work :

No

Employment Type :

Full-time