Current Vacancies at Tenacity Financial Services

Description

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 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 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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Description

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 

• Grade 12 or NQF Level 4

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

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JOB PURPOSE

Tenacity would like to invite suitable candidates to apply for Collections Agent position.

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 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

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

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 12 months collections experience in the call centre environment

Qualification

• Must have a Senior Certificate – Grade 12

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
• 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