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  • Posted: Jun 7, 2021
    Deadline: Not specified
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  • Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated...
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    Risk Advisory - Tips-Offs Anonymous - Supervisor: Call Centre Team Leader

    About the Division 

    • The value that Deloitte Risk Advisory Africa creates for organisations is synonymous with operational excellence. By understanding decision-makers’ roles to maximise analytics value, Deloitte Data Analytics turns everyday information into useful and actionable insights. 

    Deloitte Forensic professionals are a diverse group with a wide and varied range of proficiencies, comprising forensic accountants, legal and law enforcement specialists, and business intelligence experts, all utilising state-of-the-art forensic technology.

    Job Description
    Main purpose of Job

    • To supervise the day-to-day operation of standardised processes and services that contribute to efficiency within the business (e.g. shift roster management, agent performance and statistical reporting)

    Key Performance Areas:

    Strategic Impact

    • Ensures that the relevant operations are carried out in a cost effective, efficient and timely manner to meet the needs of the business

    External/ Internal Client Impact

    • Builds working relationships within the business in order to understand internal client requirements

    Operational Effectiveness

    • Supervises the work of the team ensuring efficiency of output at all times

    Development/ Growth of Team

    • Responsible for on-boarding of new employees in standard operating processes

    Budgets/ Profitability

    • Submits input to management for annual budgeting of equipment / supplies required for efficient operation

    Differentiators for this specific role

    Quality Management of Staff

    • Ensure that the contact centre is adequately staffed and that language requirements are met for all shifts
    • Ensure a team of engaged highly effective and motivated agents;
    • Efficient functioning of the contact centre;
    • High call Productivity where calls are received and managed in accordance with the SLA;
    • Evidence of solutions and initiatives put in place and maintained, to address concerns resulting from operational and staff related inefficiencies/concerns

    Quality Management of Operational Processes

    • Develop and implement streamlined and efficient processes within the contact centre;
    • Ensure swift and effective resolution of all concerns/issues arising from general daily functioning of the call centre;
    • Maintain an in-depth knowledge and understanding of all business clients and SLA and impact thereof on the operational processes;
    • Ensure that reports generated for clients are accurate and of a high quality;
    • Maintain an appropriately staffed contact centre with effective utilisation of agents;
    • Identify bottlenecks and efficiencies within the contact centre and demonstrate resolution of same
    • Adhere to deadlines.

    Sound Knowledge and Understanding of Client Business

    • Ability to understand the various clients within the business and all irregular activities that affect their environment;
    • Keep abreast of client industry and firm-wide developments;
    • Maintain an up to date knowledge regarding legislation and other factors affecting the client industry;
    • Call Centre Stats & Other Reporting

    Compile Daily report of call centre stats

    • Weekly compilation of agents’ performance stats
    • Analysis of performance stats and daily call centre stats to provide management with trends and identify potential problem areas.
    • Provide management with potential solutions to problems/enhancements for continuous improvement emanating from an analysis of stats.
    • Control and monitoring of the various User Availability codes  and ensure that agents utilise the correct codes.

    Contact Centre Operation

    • Identify weakness or bottlenecks in the operational process and to provide appropriate solutions/recommendations in order to address same
    • Proactively attend to operational inefficiencies
    • Timeous communication of all internal changes, amendments to client, business process, procedures and policies
    • Maintain good general Knowledge (i.e. financial news, business related trends and apply this knowledge as required with our clients;
    • Effectively manage al queries received and ensure that these are resolved with a sense of urgency and within the agreed SLA;
    • Handle all information with discretion and confidentiality;
    • Set and maintain high standards of excellence when dealing with internal and external clients.

    Effective Monitoring and Management of Risk

    • Proactively minimise the risk exposure of the business at all times;
    • Compliance with all client SLA's, internal and external policies, procedures and mandates and legislation governing industry at all times;
    • Set and maintain high standards when dealing with internal and external clients;
    • Ensuring that the Contact Centre is adequately staffed with the required languages in line with client SLA, where applicable;
    • On-going monitoring and management of the daily operational functioning to ensure that staff are always performing at their optimum and in line with BU/Firm policy and client SLA.

    Ad-hoc Projects

    • Involvement and contribution to relevant business projects as and where applicable.

    Leadership & Coaching

    • Inspire and motivate the team towards commitment and involvement;
    • Create a climate of positivity, while motivating and empowering others in order to reach business goals;
    • Demonstrate readiness to make decisions and take the initiative and originate action;
    • Develop people through direct, honest and constructive feedback;
    • Maintain ongoing communication in order to ensure that staff are kept abreast of what is happening internally & externally;
    • Hold regular staff meetings and training sessions per BU requirements and ensure this is properly documented;
    • Lead with visibility and integrity;
    • Ensure that the agent body complies with the relevant policies and procedures of the BU & Firm;
    • Conduct regular call assessments and ensure that the periodic performance  review is completed for all staff;
    • Ensure that staff have IDP's in place as documented on GPE.
    • Builds and maintains a productive relationship founded on trust.

    Transformation

    • Contribute towards the transformational objectives of the firm by:
    • Being sensitive and inclusive around culture, gender and other forms of diversity;
    • Displaying and imparting inclusive behaviour when communicating, working with and coaching the team
    • Holding the team accountable where undesirable behaviour is present.

    Other

    • Must be able to work alternate public holidays, alternate week-ends, and/ or be available on stand-by if required. 
    • Provide support to the Report Analysts in exceptional circumstances.
    • Provide assistance to the agents with overflow calls in exceptional circumstances.
    • Assisting with language screening for all new agents
    • To assist with Training requirements in the absence of the Supervisor responsible for training.

    Qualifications
    Minimum Qualification

    • Grade 12

    Desired Qualification

    • Legal or Forensics investigative qualification would be advantageous

    Minimum Experience

    • 3 years working experience in a call centre environment
    • Good command of the English language

    Desired Experience

    • 1-year Supervisory experience within a call centre environment
    • Ability to speak, read, write in one or more official languages

    Additional Information
    Leadership Capabilities

    • Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
    • Influence - Actively focuses on developing effective communication and relationship-building skills
    • Performance drive - Understands expectations and demonstrates personal accountability for keeping performance on track
    • Strategic direction - Understands how their daily work contributes to the priorities of the team and the business
    • Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent

    *Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.

    Method of Application

    Interested and qualified? Go to Deloitte on jobs.smartrecruiters.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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R 305K from 31 employees
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