11
Job Results For:
"Western Cape"
Employing company recruiting partner Merchants Recruitment.
1 day ago
Western Cape , Western Cape
Principal Business Unit Head
Are you ready to take the next step in your career?
The purpose of this role is to take full responsibility for maintaining and managing the long-term strategic relationship with the client and to manage the business unit/s to ensure profitability and achievement of contractual service levels
What would make you a good fit for this role?
Must be willing and able to work in a shifted environment
Requirements:
Call Centre Application and Tools
MS Suite (advanced)
Understands concepts of Data Management in a Financial Services environment
In depth experience in Customer Relationship Management, to and from business and customer
Experience in managing both front and back office environments
Senior management level for a minimum of 5 years, being accountable for complex environments
What you'll be doing
People Management
❖ Leadership
Leads by example in living the values of the organisation
Ensures the department is fully equipped to handle the work load and distribute work flow
Coaches to ensure a full understanding of consequences of errors
Creates an environment that fosters team work and co-operation amongst team members
Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
❖ Attraction & Selection
Ensures appropriate staffing and action accordingly
Identifies the need for the creation of positions and forward recommendations to direct manager and HR
Ensures appointments are in line with EE targets / strategy
Selects and places candidates in terms of agreed recruitment and selection process
❖ Retention
Develops and empowers people, recognizing and rewarding value-added performance
❖ Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans
❖ Career Pathing and Succession Planning
Identifies, manages and develops talent
❖ Performance Management
Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action.
Client Relationship Management
Builds, maintains and takes ownership of a professional working relationship with the client on behalf of Merchants.
Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.
Maintains open and honest channels of communication at all levels within the client’s organisation
Manages the client’s expectations and works to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.
Maintains service and quality levels according to Merchants’ business standards and the client’s customers’ expectations.
Seeks and identifies opportunities to increase the value that Merchants can add to the current business.
Works with the client to identify and/or develop new business opportunities
Creates an account plan to identify opportunities to work with the client to develop a proactive relationship whereby Merchants becomes supplier of choice.
Acts as commercial escalation contact for the Client.
Market Awareness
Maintains an in-depth knowledge of Merchants’ and the client’s industry and market, taking account of the client’s organisational structure, working practices and cultural drivers.
Understand and communicate peer levels within Merchants and the client company.
Maintains a complete and in-depth knowledge of Merchants Consulting and Outsourcing capabilities.
Identifies and introduces opportunities with Merchants clients to the wider Dimension Data group of companies
Financial Management
Develops and manages the operational budget as defined by the commercial requirements.
Manages the forecasting process to ensure predictability.
Establishes profit targets and manages cost and revenue development.
Maximises profit margins by identifying opportunities for additional profit
Operational Performance
Leads and drives continuous business improvement initiatives.
Delivers operational performance to contractual requirements.
Develops a culture of performance excellence and customer-centricity in line with the clients’ culture.
Implements new operational services as they relate to client requirements.
Assumes overall accountability for the successful ongoing operational performance that exceeds client expectations.
Corporate Standards
Adheres to standard financial governance and regulatory principles.
Participates in the contributions to the annual Merchants Benchmarking Report.
Ensures the operational teams set standards operationally.
Provides a clear definition and reviews all operational policies and procedures required to support the operation.
Directs performance improvement plans
Commercial Management
Achieves business development and incremental revenue targets
Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.
Prepares and develops cost models and business plans as necessary
Prepares and develops ROI models for new initiatives as required
Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.
Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch
Ensures Letters of Intent’s and contracts are agreed and signed by both parties before work commences and costs are committed to.
Ensures third party contracts are agreed and flexible to meet all needs
Ensures all internal agreements are in place before work commences
Ensures the client agrees and follows a change control process.
Oversees all contractual change management and control procedures.
Risk & Issue Management
Identify risks to Merchants, the client’s business and/or the account at all stages, and create plans to reduce and manage risks.
Documents all risks internally and with the client as appropriate.
Acts as the point of escalation for potential risks to the relationship with the client.
Takes responsibility for managing official client complaints following the client complaints procedure.
Reporting
Ensures an account audit trail is kept, including minutes and change controls
Oversees the process of client contact reporting.
Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.
Conducts frequent satisfaction reviews with the client to confirm strategic alignment
Continuous Improvement Program
Conducts frequent satisfaction reviews with the client to confirm strategic alignment.
Proactively review, recommend and implement changes to processes on the account to bring about continuous improvements
Project Management
Takes clear, concise and accurate briefs from the client to ensure operational excellence is possible at the delivery stage.
Communicates client briefs to all relevant parties in a timely fashion.
Ensures full documentation of the agreed scope and project plan
Ensures that best practice and quality service is delivered using Merchants’ chosen methodologies with adherence to all Merchants internal standards, policies and procedures.
Ensures the team is working within the scope and project slippage is minimized
Manages and ensures changes to project scope are fully documented
SalaryMarket Related
Work TypePermanent
Employing company recruiting partner Merchants Recruitment.
4 days ago
Salt River, Western Cape
Looking for a job to challenge your excellent customer service skills? Look no further.....
We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...
Job Description:
About the role:
What we require:
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
4 days ago
Salt River, Western Cape
Position Overview:
As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:
Requirements
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
4 days ago
Salt River, Western Cape
Position Overview:
As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:
Requirements
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
4 days ago
Salt River, Western Cape
Are you ready to take the next step in your career?
The primary purpose of this role is to co-ordinate, schedule, track administer, support and report on all training interventions, including participation in the planning, and implementation of training programs delivered by the Merchants Academy Team.
What would make you a good fit for this role?
Must be willing and able to work in a shifted environment.
Requirements:
What you'll be doing
Tracking and Reporting
Administration & Coordination
Flex platform administration.
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
5 days ago
Western Cape , Western Cape
Trainer- Special Projects
Are passionate about training WE have the perfect role for you:
The purpose of this role is to deliver, evaluate and report on all JF11 Project specific training, to ensure the Agents are ready and prepared to deliver exceptional customer experiences and participating candidates/work-seekers are provided with workplace support training.
Key performance Indicators
Knowledge
Skills
Attributes
• Influence
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
5 days ago
Western Cape
Are you ready to take the next step in your career?
The primary purpose of this role is to co-ordinate, track and administer all training interventions delivered by the Training Team within Jobs Fund 11 Project
What would make you a good fit for this role?
Requirements:
What you'll be doing
Tracking and Reporting
Monitors and reports on course attendance, exceptions, course evaluation, trainer feedback and proof of learning
Compiles and delivers accurate reports and statistics for review by the Skills Development Manager and other key stakeholders within agreed timelines
Maintains the training schedule provided for the Jobs Fund 11 Project
Compiles and updates reporting requirements for Jobs Fund 11 on a monthly basis
Captures accurate training data into defined templates for ROI reporting
Facilitation
Functions as a ‘relief Trainer’ when required delivering the following when required
Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.
Deliver refresher training as required.
Operates within an agreed training schedule and meets quality standards.
Creates a training environment conducive to providing the best possible learning experience.
Administration
Maintains all training documentation on internal Intranet
Obtains quotes for printing and stationary for training interventions
Keeps training records and files up to date for ATR section of workplace skills plan
Audits training bookings against training registers (monthly)
Arranges for maintenance of training equipment, to ensure effective delivery of training
Makes all logistical arrangements for training sessions – list of participants, invitations/cancellations, training venue, equipment, training manuals and material, pre- and post- assessments, evaluation forms and catering (only when required).
Prepares and ensures training material is available to trainers and consultants for the successful delivery of training interventions as per agreed schedule
Organises training rooms and other logistics required, as per agreed schedule
Confirms attendance with delegates prior to the scheduled training intervention
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
5 days ago
Salt River, Western Cape
Position Overview:
As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:
What we require:
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
2 weeks ago
Western Cape
18 months In-Service Training for TVET Learners or 2 years Workplace experience for BTech Learners.
Company Description
Merchants is a leading customer management partner specializing in business process outsourcing (BPO) that delivers customer experience and interactions. At Merchants, we are committed to attracting top talent and have a rich history of success and innovation across various industries globally. Visit our website at www.merchantscx.com.
Role Description
As a TVET or BTech Workplace Experience intern, you will have the opportunity to gain practical experience and contribute to the daily tasks associated with the role.
Qualifications
Requirements
Required Documentation:
SalaryMarket Related
Work TypeContract - long term
Employing company recruiting partner Merchants Recruitment.
3 weeks ago
Salt River, Western Cape
Position Overview:
As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Responsibilities:
Requirements
SalaryMarket Related
Work TypeContract - long term
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