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Business Process Outsourcing (BPO) Listings

  • Business Unit Trainer

    Merchants Recruitment

    1 week ago

    Johannesburg, Gauteng

    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

    See more

    SalaryMarket Related

    Work TypePermanent

  • Business Improvement Analyst

    Merchants Recruitment

    1 week ago

    Pinetown, Kwazulu Natal

    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
    See more

    SalaryMarket Related

    Work TypePermanent

  • Head of Marketing

    Merchants Recruitment

    2 weeks ago

    Bryanston, Gauteng

    Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

    JOB PURPOSE

    The purpose of this position is to create and execute marketing and communications (internal and external) activities to drive the Merchants brand awareness and positioning within the markets across all mediums in which the organisation operates.

    Market Research

    Conducts competitor reviews and monitors activities within the market from competitor offerings and wins including new products and services and market trends and business opportunities.

    Drives market research & intelligence activities to ensure that the sales and solutions teams are kept up to date with trends, competitor and market activity.

    Produces and delivers monthly internal research newsletters to internal audiences and quarterly e-zines to external audiences.

    Briefs, conducts research on customer and client satisfaction for both business improvement and PR activities.

    Marketing Plans

    Develops and manages marketing plans and programmes including value propositions, positioning, market segmentation, competitor analysis, collateral, references, with the assistance of the department Head.

    Owns the creation of solutions and external marketing plan and the initiatives to deliver on the agreed marketing strategy.

    Measures the ROI and measurement against the strategic objectives.

    Marketing Activity Execution

    Owns the execution of the external marketing plan and measures the ROI for all executed marketing initiatives within and across the lines of business.

    Works with sales and the extended marketing team to ensure revenue goals are met

    Develops sales tools and collateral content in preparation for go-to-market

    Provides relevant content for other marketing activities and ensures internal support services educated on the marketing plans and activities.

    Communications

    Works with the Marketing Manager – Communications on internal communication plans to ensure proactive employee communications and continued education in the business.

    Focuses external communication on the value proposition and market messaging to develop solutions identity, position key thought leaders and build mindshare with key target audiences.

    Delivers/develops case studies/success stories and reference sites.

    Financial Management

    Owns the management of the solutions and external marketing and communications spend against the budget.

    Ensures all systems pertaining to spend, forecasting and reconciliation are up to date.

    Communicates the spend versus budget and forecast to the relevant areas.

    Supplier Management

    Acts as marketing alliance to further build and maintain existing relationships with suppliers

    Defines and manages SLA achievement to ensure timeous delivery against budget.

    Manages the Supplier fund recovery where applicable.

    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 need for creation of position and forward recommendation 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

    Knowledge

    Marketing degree or equivalent.

    5 - 8 years’ experience in Marketing Management in a Solutions/Services Industry

    Proven track record of developing and delivering marketing plans with a multinational company

    MS Suite – Expert level

    See more

    SalaryMarket Related

    Work TypePermanent

  • Principal BUH

    Merchants Recruitment

    2 weeks ago

    Durban, Kwazulu Natal

    Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

    JOB PURPOSE

    The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.

    KEY PERFORMANCE AREAS

    Financial Management

    Establishes budgets for the Business Unit

    Directs the Business Unit to meet budget and other financial goals

    Develops and maintains the Business Unit’s financial/budget plans

    Ensures that financial targets and plans are communicated

    Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

    Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

    Operational Management

    Directs short and long term planning to meet contractual and operational targets and financial budgets

    Establishes performance goals across all operations

    Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

    Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

    Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

    Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

    Stakeholder Management

    Directs the change control processes across the business unit to mitigate contractual risk

    Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

    Chairs relevant Programme and Project Steering Committees as required

    Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

    Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

    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 need for creation of position and forward recommendation 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 ensures 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

    Knowledge

    8 years related business experience

    Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.

    See more

    SalaryMarket Related

    Work TypePermanent

  • Team Leader

    Merchants Recruitment

    2 weeks ago

    Parktown, Gauteng

    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.

    See more

    SalaryMarket Related

    Work TypePermanent

  • Quality Analyst

    Merchants Recruitment

    2 weeks ago

    Pinetown, Kwazulu Natal

    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
    See more

    SalaryMarket Related

    Work TypePermanent

  • Real Time Administrator

    Merchants Recruitment

    2 weeks ago

    Pinetown, Kwazulu Natal

    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
    See more

    SalaryMarket Related

    Work TypePermanent

  • Developer: Front-end and back end web development

    MyCalling

    3 weeks ago

    Salt River, Cape Town, Western Cape

    MyCalling is going global...

    We are currently on the lookout to recruit two backend developers along with a front end developer, in order to expand into the global market. MyCalling offers a flexible working lifestyle along with the opportunity to gain exposure into the broader BPO world and its many offerings. 

    We are looking for someone that is able to be largely self-managed, whilst working as part of a broader team, with a keen problem solving attitude. 

    To those interested, we require proficiency in the following frameworks:
    -PHP
    -Cake PHP 
    -Foundation 

    Our Java libraries and functions consist of:
    -j-Query
    -core-js
    -Moment JS
    -Polyfill IO
    -Pikaday
    -Vue
    -Slick JS
    -Select2
    -Almond
    -Iodash
    -Babel 

    We would like to request that all interested developers follow the MyCalling application process in order for our team to select the most suitable candidates. 

    Kind Regards 
    The MyCalling Team 

    See more

    SalaryMarket Related

    Work TypePermanent

  • Outbound Call Centre Agent

    Merchants Recruitment

    on 2020/02/06

    Mountedge Combe, Kwazulu Natal

    OUTBOUND CALL CENTRE AGENTS

    Purpose of the Job

    The purpose of the job it is to follow up with customers and to satisfy all premium customers by increasing, developing and retaining the customer base through relationship building, using knowledge, skill and tools first time every time. Provide premium helps desk digital support through online/cellphone applications /email and case management providing an end to end customer engagement and effective decision making to offer an alternative solution, which may include cross-selling/upselling through a detailed needs analysis.

    Below is the requirement:

    • 12 months outbound sales experience in Broadband – Fibre/LTE/ADSL sales
    • Must be credit and criminal clear
    • Good communication skills

    See more

    SalaryMarket Related

    Work TypeContract

  • Administrator

    Old Mutual

    on 2019/11/28

    Pinelands, Western Cape


    Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.


    We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.


     


    The position is that of an Administrator whose primary role is to administer LISP & Unit Trust and Third Party Administration transactions that a client may request and assist the team in providing world-class service to all clients. The incumbent is individually accountable for achieving results through own efforts


    Documentation Processing


    ·      Follows standardised processes and provides administrative support in line with normal business functioning.


    ·         Provides an indirect service to customers and intermediaries.


    ·         Responds to immediate administrative requirements within procedure.


    ·         Follows standardised processes and provides administrative support in line with normal business functioning.


    ·         Delivers on daily production standards.


     


    Personal Effectiveness


    ·         Accountable for service delivery through own efforts.


    ·         Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.


    ·         Makes increased contributions by broadening individual skills.


    ·         Collaborates effectively with others to achieve personal results.


    ·         Accepts and lives the company values.


     


    Quality Assurance


    ·         Performs quality checks on own work.


    ·         Adheres to service and quality standards.


     


    Specific Key result Areas


    ·         Resolution of queries and management of exceptions to business rules.


    ·         Processing of LISP/Unit Trust/ Third Party Administration work-types via Silica, Fund Express, EMS and Bizagi


    ·         Telephonic and written communication in a clear, concise and professional manner to stakeholders.


    ·         Communicate problems and suggest solutions regarding existing processes.


    ·         Help colleagues reach team and departmental targets.


    ·         Plan work allocated to ensure compliance with applicable service standards.


    ·         Ensure that quality principles are applied to all aspects of processing.


    ·         Matric with Mathematics and/or Accounting is essential.


    ·         Post matric qualification will be advantageous.


    ·         Processing experience on LISP/Unit Trust funds/ Third Party Administration and products essential.


    ·         Knowledge and Processing on Silica is essential.


    ·         Ability to Process Correspondence on AWD/Bizagi is essential.


    ·         Previous relevant working experience within a processing environment.


    ·         Computer literacy - Ms Excel and Outlook.


    ·         Adaptable to rapidly changing environment.


    ·         Excellent communication and writing skills.


    ·         Show initiative and drive.


    ·         Able to work under pressure and be adaptable.


    ·         Stress Tolerance and flexibility.


    ·         Sound understanding of the Investment industry.


    ·         Awareness of client-care principles.


    ·         Ability to give and receive feedback.


    ·         Personal need for continuous learning.


    ·         High level of attention to detail.


    ·         Can-do positive attitude.


    ·         Demonstrate personal integrity and accountability.


    ·         High energy level and a passion for clients.


    ·         Sense of urgency and a need for achievement.


    ·         Ability to work independently and be a reliable team player.


    ·         Own transport/reliable transport arrangements to be able to work later or come in earlier


     


    NB:  The successful candidate may be required to work additional hours from time to time depending on the pricing sensitive nature of the investment business.


    Competencies


    ·         Information Monitoring


    ·         Initiating Action


    ·         Ownership


    ·         Planning & Organising


    ·         Team Orientation


    ·         Technical Knowledge


     



    See more

    SalaryR14 000 p/m

    Work TypeContract

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