Risk Advisory - Tips-Offs Anonymous - Supervisor: Call Centre Team Leader at Deloitte

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.