Since April 2007, Tenacity Financial Services has been one of the supporting services for the Pepkor Group, providing private label credit cards to retailers within the group.
Our credit programmes are highly regarded for their simple pricing structures, quick time to market, and ongoing professional support. We currently operate in South Africa, Namibia,...
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Call Centre Learners will be required to:
- Attend the required training interventions and successfully complete the competency assessments
- Meet all the requirements for the successful completion of the Call Centre Operations certificate
- Submit a Portfolio of Evidence
- Be an active and contributing member of the Collections team, by servicing our customers.
Requirements
Key responsibilities of the role:
- Resolve and action Collections queries via telephone to meet the Collections objectives of the business
- Rehabilitate accounts in an efficient and professional manner
- Achieve great customer experience and satisfaction at all times
- From time to time, action any ad-hoc instruction given by team leaders
Skills, Abilities and Job Related Knowledge:
- Strong problem solving and negotiation skills
- Customer service orientated
- Accuracy and attention to detail
- Numeracy
- Literacy
- Highly motivated and high energy levels
- Computer literate
- Ability to work independently as well as to display teamwork
- Self-monitoring, personal time/management & self-discipline
- Learning agility & adaptability
- Take ownership of tasks and targets
To apply for this opportunity you will need the following:
- Minimum Grade 12
- Be currently unemployed
- A positive attitude
- Commitment to spending 15 months on the learnership programme with Tenacity
- A strong work ethic
- Ability to work shifts / weekends
- Should not be currently studying or plan to study for the duration of the programme- full/part time
- Not have taken part in a learnership or skills programme in the last 12 months
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Job purpose
- As a New Business Agent, you will be responsible for contributing to the sales (approval) targets through outbound calls based on pre-qualified leads, and/or opening customer initiated accounts via sms and branch applications, inclusive of outbound calls for missing information on branch applications. All information from these various interactions is to be captured accurately and timeously.
Performance
- Achieve agreed upon targets and outcomes as directed by management within schedule
- Reach out to customers through cold calling of pre-qualified leads to promote and sell private label card account; and/or process customer initiated accounts
- Apply solid objection handling techniques to prospective pre-qualified customers
- Conduct outbound calls to obtain relevant missing information from customers for branch applications; and / or resolve Sales related queries escalated from Customer Service
- Capture all relevant information from all application channels accurately and timeously
- Establish, develop and maintain positive business and customer relationships during calls
- Achieve customer satisfaction at all times
- Action customer instructions in an efficient and timeous manner
- Action administrative requirements related to customer account management
Qaulity Assurance
- Ensure quality and accuracy - meet the standard of 95% and above
- Adhere to call scripting
- Open customer accounts by recording account information accurately on the CRM
Administration
- Ensure all leave transactions are captured on ESS
- Ensure all overtime is submitted to Team Manager timeously
Adherence
- Adhere to workforce schedule i.e. lunch and body breaks
- Adhere to all Company Policies and Procedures e.g. Absence Management, House Rules, Disciplinary Policy as set out by the business
Ad-hoc
- Contribute to team efforts by accomplishing related target/results as contracted
- Action any other instruction by Management from time to time
Requirements
Experience
- Minimum 1 year sales experience within a Call Centre environment
Qaulification
Functional Knowledge and Skills
- Proficient in English
- Exceptional verbal and written communication skills
- Must be able to type a minimum of 35 words per minute with 95% accuracy
- Have Knowledge of the National Credit Act and the Retail Credit Market
- Objection handling skills
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills and experience
- Time & self-management skills with the ability to multi-task, organise and prioritise
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- The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.
Main Activities:
- Dealing with both inbound and outbound calls
- To rehabilitate accounts in an efficient and professional manner
- To advise customers on product, legislative and account related queries
- To achieve customer satisfaction at all times
- To action customer instructions in an efficient and timorous manner
- To action administrative requirements related to customer account management
Requirements
- Must have a Senior Certificate – Grade 12
- Must have at least 12 months collections experience in the call centre environment
- Good command of the English and an additional language
- Understanding of the Retail Credit Account Management business
- Strong problem solving and negotiation skills
- Strong communication (both verbal and written) and customer service skills
- Ability to work in a highly competitive and dynamic environment
- Must be numerate and have strong attention to detail
- Computer literacy; must be efficient, Account Management Debtor Systems
- Available to work shifts and alternate Saturdays
Personality Attributes:
- Enthusiastic
- Dynamic
- Driven & Goal orientated
- Flexible
- Take ownership of tasks
- Self motivated
- Shows initiative
- Enjoys a challenge
- Thinks outside the box
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- To manage the daily activities and driving the performance of a team of Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.
Manage Dialy Operations:
- Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Supervise, lead and performance manage team
- Manage measurement standards for the improvement of performance and operational effectiveness
- Resolves customer complaints and queries
- Ensures acceptable levels of delinquency and minimises write-offs by directing employees in the management of their queues
- Implement monthly recognition plan –ways to keep moral and team motivated and inspired
- Manage staffing forecasts and WFM schedule requirements
- Manages adherence to Collections Policy & Procedures
- Implements team/department goals and objectives
- Daily preparation for EMT session and clearly share objectives that needs to be covered
- Review statistics –Actual vs target, debit order incompletes and on hold to be worked daily
- Complete service stats (week on week and month on month comparison)
- Demonstrates continuous effort to improve operational processes, work cooperatively and jointly to provide quality customer service/experience
- Review of delinquent accounts-Opening vs closing accounts for your service
- Organise workload to the degree and amount of delinquency including manual trace efforts
- Identify potential fraud and manages special accounts
- Conduct daily checks on the floor i.e. IR & any other behavioural checks & presence monitoring
- Management of waybill and overtime/special time to payroll
- To action administrative tasks within SLA
- To action any ad-hoc requests
Coaching & Mentoring of team
- Conduct weekly one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
- Identify training needs and ensure adequate training and coaching takes place
- Skill team to negotiate effectively to rehabilitate arrear accounts –through continues coaching
- Upskill team in resolving escalated customer queries
- Develop the team through motivation, counselling, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
Team Administration
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioural concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll
- Manage the termination process for employees leaving Tenacity
Team performance, monitoring and reporting
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company’s Performance Improvement Policy
Resources & Capacity (poeple and system)
- Manage staffing forecasts and requirements
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
Requirements
Experience
- A minimum of 5 years’ experience within the call centre environment
- 3 years’ experience in a similar role
- Experience in Employee Relations, Poor Performance and Absence Management
- Experience in leading and managing teams of at least 12 people
Qualification
Functional Knowledge & Skills
- Knowledge and understanding of call centre processes and methodology
- Knowledge and understanding of the Retail Credit Account Management business
- Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
- Efficient in MS Outlook, MS Word, MS Excel,
- Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment
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- This role will be accountable for the successful output of the following performance areas:
Manage daily operations:
- Supervise, lead and performance manage a team of agents
- Drive and manage client service objectives and call times
- Ensure correct procedures are followed and give direction to employees on what to do and how to improve
- Support teams in resolving escalated customer queries
- Develop and implement programs and procedures to improve productivity (efficiencies)
- Adopt and manage first call resolution competency
- Detect and escalate Fraud and misrepresentation to the respective lines and department
- Ensure 100% adherence to WFM schedules and participate in forecasting
- Action any ad-hoc requirements
Coaching and mentoring of team:
- Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
- Identify training needs and ensure adequate coaching takes place
- Upskill team in resolving escalated customer queries
- Develop the team through motivation, counselling, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
Team Administration:
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioral concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll
- Manage the termination process for all agents leaving Tenacity
Team performance, monitoring and reporting:
- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company’s Performance Improvement Policy
Resources & Capacity ( people & systems):
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
Requirements
Specific Requirements
- Matric/Grade 12
- 2 years Team Manager experience within a Call Centre environment in a similar role
- Experience in Employee Relations, Poor Performance and Absence Management
- Experience in leading and managing teams of at least 12 people
- Understand drivers in the sales environment to ensure effectiveness and sales efficiencies
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- To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.
Key Responsibilities
Query Handling
- Handle a range of customer queries and/or complaints via inbound or outbound communication channels
- Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
- Escalate relevant queries to stakeholders to ensure resolution
- Capture the correct dispositions based on the nature of the query and / or complaint
- Provide a professional customer experience and satisfaction at all times
- Action administrative requirements related to customer account management accurately
Service Level
- Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
- Promptly escalate potential crisis situations to Management
- Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
- Ensure outputs are aligned to departmental Quality Assurance standards and targets
- Adhere to Standard Operating Procedure and departmental templates where relevant
Adherence
- Adhere to workforce schedule i.e. start and end time, lunch and body breaks
- Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
- Action any other instruction from management
Requirements
Experience
- Minimum 1 year Customer Service / Contact Centre experience
- Minimum typing speed of 35 word per minute and 95% accuracy
Qualification
Functional Knowledge and Skills
- Experience/knowledge of retail account assistance services advantageous
- Strong verbal & written communication skills
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills and experience
- Time & self-management skills with the ability to multi-task, organise and prioritise
- Knowledge of contact centre and customer support functions / services
go to method of application »
- To manage the daily activities and driving the performance of a team of Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.
Manage Dialy Operations:
- Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Supervise, lead and performance manage team
- Manage measurement standards for the improvement of performance and operational effectiveness
- Resolves customer complaints and queries
- Ensures acceptable levels of delinquency and minimises write-offs by directing employees in the management of their queues
- Implement monthly recognition plan –ways to keep moral and team motivated and inspired
- Manage staffing forecasts and WFM schedule requirements
- Manages adherence to Collections Policy & Procedures
- Implements team/department goals and objectives
- Daily preparation for EMT session and clearly share objectives that needs to be covered
- Review statistics –Actual vs target, debit order incompletes and on hold to be worked daily
- Complete service stats (week on week and month on month comparison)
- Demonstrates continuous effort to improve operational processes, work cooperatively and jointly to provide quality customer service/experience
- Review of delinquent accounts-Opening vs closing accounts for your service
- Organise workload to the degree and amount of delinquency including manual trace efforts
- Identify potential fraud and manages special accounts
- Conduct daily checks on the floor i.e. IR & any other behavioural checks & presence monitoring
- Management of waybill and overtime/special time to payroll
- To action administrative tasks within SLA
- To action any ad-hoc requests
Coaching & Mentoring of team
- Conduct weekly one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
- Identify training needs and ensure adequate training and coaching takes place
- Skill team to negotiate effectively to rehabilitate arrear accounts –through continues coaching
- Upskill team in resolving escalated customer queries
- Develop the team through motivation, counselling, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
Team Administration
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioural concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll
- Manage the termination process for employees leaving Tenacity
Team performance, monitoring and reporting
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company’s Performance Improvement Policy
Resources & Capacity (poeple and system)
- Manage staffing forecasts and requirements
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
Requirements
Experience
- A minimum of 5 years’ experience within the call centre environment
- 3 years’ experience in a similar role
- Experience in Employee Relations, Poor Performance and Absence Management
- Experience in leading and managing teams of at least 12 people
Qualification
Functional Knowledge & Skills
- Knowledge and understanding of call centre processes and methodology
- Knowledge and understanding of the Retail Credit Account Management business
- Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
- Efficient in MS Outlook, MS Word, MS Excel,
- Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment
go to method of application »
- We are looking for an experienced Department Manager for our New Business area to manage our confirmations and document vetting teams.
- Reporting structure: The successful candidate will be reporting to the Head of Sales Operations.
Requirements
The overall key performance areas are listed below
Oversee operational systems and processes
- Design and implement operational systems and processes in the department to ensure alignment with industry standards and achievement of business targets, objectives and KPIs
- Assist with the research and benchmark of Document Vetting best practices and trends to ensure alignment with industry standards and achievement of the document vetting objectives
- Revise and adapt systems and practices based on the operational business needs and priorities
- Develop business case and requirement specification that will support any new system or functional change requirement within the department
- Continuously analyse and interpret data (daily/weekly/monthly) to identify optimization opportunities, gaps and risks
- Ensure compliance to all policy, procedure, regulatory and legal elements of the organisation
- Quality management and quality framework development and improvement
- Compliance management and monitoring controls – audit control management
- Regular update of all departmental Standard Operating Processes and process maps
Actively participate in project related activity
Ensure operational efficiency and productivity
- Meets and adheres to all Contact Centre SLA requirements
- Manage Document Vetting and Confirmations queue strategies effectively
- Meet all departmental performance KPI Scorecards (integrated management)
- Ensure the effective and consistent application of human capital and continuous performance improvement and management within the department
- Continuously monitor KPAs in the department and monitor and report on these metrics – ensure timeous contracting of KPIs with respective lines at the beginning and end of each month
- Research and propose improvements in the department to support productivity and a positive work environment
- Manage the effective use and application of workplace resources and tools
- Ensure 100% adherence to WFM schedules and participate in forecasting and planning
Manage absence management procedure effectively, transparently and consistently in line with business process and company’s absence management policy
Operational performance management and reporting
- Analyse and interpret information and ensure daily, weekly and monthly monitoring of relevant key performance indicators
- Review and consider reports, update targets where needed and initiate appropriate corrective actions
- Compile investigation finding reports and monthly risk management reports including external trends and lessons learnt
- Ensure the Analysis of exit interview responses and feedback to Management from time to time
- Operationalize and validate all payroll related activity
- Management of overtime/special time/waybill ( transport offered to staff) related activity
- Have a detailed understanding of Health and Safety within an organization
Management of people
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
- Hold regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
- Mentor and coach staff and identify needs and update career growth plans
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Ensure team works effectively with individuals, customers both internal and external across the business
- Ability to engage management at all levels and across departments
- Address any behavioral concerns in line with the Company’s Disciplinary Policy
- Absence management and controls
- Management of Payroll and unpaid leave transactions
- Management of transport usage and overtime/special time to payroll
- Consequence Management
- Relationship management not limited to our retail partners
Experience
- 6-8 Years’ Contact Centre and Operational Management experience in a similar (New Business/ Sales/ Document Verification) environment of which at least 5 years should be in a leadership capacity managing a group of Team Managers
- Experience within a Financial Services and/or Retail Credit environment
- Experience in Employee Relations, Poor Performance and Absence Management
Qualification
- Grade 12 / Matric or equivalent
- Relevant Bcom Degree or degree/ diploma in Business Management
- Contact Centre certificates
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JOB PURPOSE
- The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.
Outbound SLA and work queues
- Dealing with both inbound and outbound calls within the guidelines of the set legal framework
- Tracing uncontactable customers
- Achieve daily collections targets and monthly KPA targets
Payment Negotiations
- Negotiate payments from customers following the call script within dialler time
- Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
- To rehabilitate and educate customers with regards to their payment profile
- Prevent account roll forward, reduce account balance in the respective service
Customer Service
- To advise customers on product, legislative and account related queries
- Ensure that a polite, friendly, efficient and professional service is provided
- To achieve customer satisfaction at all times
- To action customer instructions in an efficient and timeous manner
- To action administrative requirements related to customer account management
Adherence
- Adhere to workforce schedule i.e. lunch and body breaks
- Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business
Requirements
Experience
- Must have at least 18 months Collections experience in the call centre environment
Qualification
Functional Knowledge and Skills
- Software: Must be efficient in Account Management Debtor Systems
- Excellent verbal & written communication skills
- Strong problem solving and negotiation skills
- Understanding of the Retail Credit Account Management business
- Ability to work in a highly competitive and dynamic environment
Method of Application
Use the link(s) below to apply on company website.
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