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  • Posted: Feb 26, 2020
    Deadline: Mar 6, 2020
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
    Read more about this company

     

    WFM : Real - Time Administrator

    Responsibilities

    Operations and Customer Experience Management

    • Monitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets. Identify potential bottle necks and raises red flags in a timely manner for the Operations team to respond. Drive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working/ dialling. Identify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model).


    Work Scheduling and Allocation

    • Develop short or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed. Achieve daily, weekly and monthly agent adherence to schedule as per defined targets. Manage schedule change requests and schedule administration updates. Schedule and responds to escalated issues and adhoc requests. Make immediate changes to the schedule to mitigate the risk of not achieving Customer targets.


    Insights and Reporting

    • Analyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals


    Data Collection & Analysis

    • Collate and analyze data using pre-set tools, methods and formats to understand the impact of the customer experience.


    Performance Management

    • Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; ensure the RTA team processes their log allocations efficiently and correctly; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.


    Operational Compliance

    • Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Ensures the RTA team processes Webstation and SysAid requests within the rules, and within the required TAT


    Project and Program Stakeholder Engagement

    • Deliver stakeholder engagement activities to support development of effective working relationships and to identify and respond to stakeholder needs and concerns. Communicates with the internal stakeholders on the real time results (from Team Managers to Head of Brands). Provides remedial solutions to stakeholders in order to protect Customer Experience.


    Improvement / Innovation

    • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.


    Administration

    • Produce, update and provide best practice support on complex M S documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes. Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.


    Personal Capability Building

    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation and labour law legislation, and industry best practices through ongoing education.


    Behavioural Competencies

    Manages complexity

    • Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlyingissues and root causes; sees the main consequences and implications of different options.


    Ensures accountability

    • Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.


    Plans and aligns

    • Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.


    Capability

    Drives results

    • Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.


    Communicates effectively

    • Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.


    Being resilient

    • Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or ole model for others. Skilfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.


    Situational adaptability

    • Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.


    Courage

    • Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.


    Interpersonal savvy

    • Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.


    Manages conflict

    • Handles conflict situations effectively, with a minimum of noise. For example, skillfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.


    Persuades

    • Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well reasoned rationale. Recognizes when compromise is necessary and shifts approach to accommodate others.


    Balances stakeholders

    • Anticipates and balances the needs of multiple stakeholders. For example, ensures that own efforts meet the needs and requirements of internal and external stakeholders. Works to identify all relevant issues and satisfy the interests of multiple stakeholders during the decision-making process.


    Technical Competencies

    Numerical Skills

    • Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required. Advanced mathematical ability


    Data Collection and analysis

    • Provide technical guidance when required to analyze data trends for use in reports to help guide decision making. Exceptional data handling skills


    Computer skills

    • Support business processes by understanding and effectively using standard office equipment and standard software packages and provide technical guidance as needed.


    Verbal Communication

    • Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.


    Planning and Organizing

    • Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.


    Action Planning

    • Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.


    Policy and procedures

    • Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Knowledge of WFM principles, practices and systems., Knowledge of Workforce Management methodologies and principles across multiple channels


    Commercial Acumen

    • Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.


    Customer Service Delivery

    • Provide technical guidance as needed on meeting high customer service standards.


    Compliance

    • Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.


    Presentation creation

    • Apply concepts of knowledge / skill and provide technical guidance when required.


    Writing skills

    • Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.


    Negotiation

    • Provide technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests


    Requirements

    Education
    General Education

    • Grade 12 / SAQA Accredited Equivalent (Essential)
    • Bachelor of Commerce / Information Technology or equivalent (Advantageous)
    • Avaya / CMS, IEX, Qstory experience and knowledge (Advantageous)
    • Lean Six Sigma White / Green Belt Certification (Advantageous)


    Experience
    General Experience

    • 2 or more years experience in a contact centre and/or team lead experience (Essential)
    • Previous workforce management experience (Advantageous)
    • Experience in financial services industry (Advantageous)

    Method of Application

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