Contact Centre Listings

The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

1. 1. Training

• Deliver product, systems and customer experience training to all Agents
• Deliver refresher training as required
• Operates within agreed training schedule and meets quality standards
• Delivers induction training to all Agents
• Delivers on-the-job training
• Creates a training environment conducive to providing the best possible learning experienc

1. 2. Learning assessments

• Continually listens to live calls to identify any gaps to be remedied through the training experience
• Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback on call-listening to Training Managers to ensure continuous improvement
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.

1. 3. Post-Training Support

• Coaches Agents in order to facilitate the transition from training to full function.
• Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”

1. 4. Administration and Record keeping

• Accurately records all learning and development interventions
• Updates all training material to ensure currency and accuracy
• Provides management with relevant training reports
• Ensures training manuals and aids are prepared for training
• Makes logistical arrangements for training

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
• Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis

• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration

• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:

• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

1. 1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

1. 2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

1. 3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

1. 4. Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

The purpose of the Quality Analyst role is to assess the quality of service being delivered to customers primarilyagainst a set of pre-defined customer, business and compliance standards in order to provide Merchant’s business units and clients with powerful insights  through which they can affect improvements in the performance of people, process and technology.

1. Assessment

• Evaluates recorded customer interactions  against the dimensions of customer experience, business process and  regulatory compliance requirements
• Highlights suspected fraud, risk or non-compliance cases when  identified
• Attends regular calibrations and undergoes internal and external audits to ensure accuracy of data assessed

2. Analysis and Feedback

• Provides feedback on Agents in terms of quality of calls assessed against defined evaluation criteria
• Analyses quality of service in order to  perform root cause analyses and determine trends, challenges and improvement opportunities
• Analyses customer experience data and feedback in conjunction with quality findings in order to identify drivers of  both satisfaction and dissatisfaction
• Provides feedback to operational management and central Support Services on the quality of service against defined standards and requirements

4. Administration and Reporting

• Delivers quality reports and analysis to meet the Business Unit requirements and standard reporting requirements within the Quality function, and overall Merchants business

The purpose of this position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks. 

1. Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance  reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

What will you do?

• Selling products telephonically
• Achievement of sales targets and objectives
• Adherence to Quality and Compliance processes to minimize business risk
• Manage your quality & compliance against benchmarks to minimize business risk, with the client in mind
• Maintain optimal operational efficiencies based on productivity measures
• Adapt and change to fit in with changing business operational requirements
• Resolve complaints and objections
• Build and maintain good client relationships
• Managing information regarding new products, rate changes, rulings, training updates etc.
• Keep abreast of developments and trends in the Industry – self learning
• Ensure commitment to the FAIS Fit & Proper qualification requirements

What will make you successful in this role?

Qualification & experience

• Grade 12 or a relevant NQF 4 qualification
• 1 years’ experience within a Sales Outbound Call Centre, or at least 2 years’ face to face sales experience (with targets attached to the sales)
• Financial services experience (advantageous)

Knowledge and skills

• Good understanding of Financial Services Industry related legislation and regulation
• Understanding of sales processes and servicing industry
• Outbound Sales experience is required
• Fluency in English and one other South African official language
• A clear criminal and credit record
• Commitment to the FAIS Act and meeting Fit & Proper qualification requirements
• Willingness to work overtime.

Personal qualities

• Selling skills
• Computer literacy
• Communication
• Planning and organising
• Building and maintaining relationships
• Treating Customers Fairly
• Initiative
• Results Driven/Achievement orientated
• Continuous learning
• Tenacity 

Job Overview

We connect with people:

We’re proud to be an ISP which connect with people and “connect people”; be part of an involving, company where your contribution plays a major role in achieving business objectives.

Are you energetic, customer-centric, target-driven and a go-getter? If yes, we are looking for you to join our high performing sales team.

This is an opportunity where you get to drive your career by both determining your income and career goals. You will be responsible for servicing new and existing customers through inbound and outbound calls across all products. You will be required to do so by delivering a high-quality service and achieving high sales targets.

Your day will look like this:

• Meet and exceed daily inbound and outbound sales target new and existing
• Selling narrowband products to a variety of broadband solutions and/or a combination of various products and services offered by MWEB.
• Provide high quality assurance and customer service
• Customer relationship building and management
• Processing application and ensure high quality is maintained
• Ensure that resolution of customer queries is dealt with in relation to the sales process.
• Keep abreast with the latest technology and packages on offer via Training.

Required Skills:

• Ability to manage daily, weekly, monthly and yearly targets
• Good negotiation and influencing skills
• Good telephone etiquette
• Good time management skills
• Sales orientation
• Team player
• Attention to detail
• Fluent in English and Afrikaans
• Excellent time management and adherence to schedule

Qualifications & Experience:

• A minimum of 3 years proven outbound and cold calling sales experience essential.
• Proven outbound and cold calling sales track record essential Knowledge of the ISP industry and products desirable.
• Sound knowledge and use of the internet
• Experience in cellular industry preferable
• Fluent in English and Afrikaans
• Matric

Remuneration:  Market related CTC + Commission + internet connection at discounted rate + medical aid and Provident fund.

Are you passionate about Technical Support and Customer Service? Join our International Call Centre providing Technical Support to our Customers.

We offer

• Free Transport for Night Shift hours
• Medical Insurance

You Need

• Grade 12 or NQF Level 4
• 6 Months Call Centre Experience
• Exceptional English verbal communication skills
• The ability to work rotational shifts, (particularly night shift)/Saturdays/Sundays/Public Holidays
• Reside in the Western Cape.

Advantageous

• International Call Centre Experience
• Any Technical Support or IT Experience/Qualification/Part Qualification

JOB PURPOSE

The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

Below is the requirement

• 2 years helpdesk/call centre experience
• Matric and or Tertiary qualification
• Ability to handle escalations relating to any procedures and processes on the services and products offered
• Minimum 2 year experience, understanding and enforcement of SLA adherence
• Working knowledge of CRM tools
• Basic network understanding
• Understanding of websites advantageous
• Knowledge of MS Office with intermediate to advanced knowledge on Excel
• ISP experience advantageous
• Problem solving abilities