Fresh Jobs at Ignition Group

Description

• The Workforce Manager will play a pivotal role in driving our contact centre operations forward, ensuring that a high level of productivity is continuously maintained by effectively delivering real-time (intra-day) management.
• The successful candidate will demonstrate a strong understanding of how planning and forecasting staffing requirements contribute to optimal schedules and real-time (intra-day) management to support our growing contact centre operations teams.
• We operate both domestically and internationally and have offices in Durban and Cape Town.

Requirements
Educational and Professional Body Requirements:

•  Matric
•  Contact Centre qualification will be an advantage

Experience:

•  Minimum of 5 years' experience in a Contact Centre Workforce Management position.
•  Proven experience managing Contact Centre Workforce teams.
•  Experience in a customer service, campaign, claims, retentions and/or sales contact centre environment required.
•  Demonstrable experience working with the MS office suite, including MS excel and MS word.

Skills:

•  The ability to analyse and perform forecasting in a contact centre environment and schedule to the requirements of call volumes/ patterns at an advanced level
•  Experience with Erlang Calculator; MS Excel; MS Access; SQL

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Description

Management

• Manage day-to-day running of the campaign covering all key performance areas.
• Manage talk time through Team Leaders.
• Manage attendance through the Team Leaders with assistance from HR.
• Develop Team Leaders with assistance from Training Department.
• Maintain discipline, recommend and administer corrective action according to policy and procedures.
• Ensure Team Leaders keep proper documentation on all Sales Experts in the team.
• Responsible for the planning and management of leave rosters in conjunction with the Team Leaders.
• Provide reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Contact Centre Manager.

Leadership & Motivation

• Provide Team Leaders with clear direction through individual/Team objective setting.
• Create an environment in which the Sales Experts can feel motivated and achieve optimum results.
• Initiate, coordinate and roll-out incentive plans.
• Coordinate and roll-out of commission targets.

QA and Sales

• Ensure adherence to sales processes.
• Stay abreast of new product development/ knowledge.
• Monitor and track Team Leaders’ and Sales’ targets.
• Resolve escalated Sales-related queries.

Weekly Team Reviews:

• Analyse individual Sales Experts’ stats.
• Direct and schedule the weekly review session.
• Discuss Performance Management actions to be taken with specific Sales Experts – recommend coaching and development plan as well as PIP where relevant.
• Team Leader coaching development plan.
• To ensure that Team Leaders are capable of identifying good and bad trends.

Training

• Coordinate / communicate training sessions.
• Assist training department in identifying poor performance, as well as patterns and
• trends in good performing Sales Experts.

Requirements

Are you this person?

• Minimum 2 years Insurance experience
• At least 3 years’ experience at management level within a Contact Centre environment?
• FAIS Qualification
• RE 5 Qualification
• Matric (NQF Level 4)?
• Complete knowledge of MS Excel, MS Word, e-mail and Internet Explorer

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Description

Our Customer Service Consultants take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

Query Resolution 

• Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries. 
• To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request. 
• Offer solutions with the objective of retaining customers, and initiate corrective action as needed.  
• Reporting 
• Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements. 
• Support Team Leaders with various daily reports to networks. 
• Analyse data and report on trends and anomalies within each segment of the business unit. 

Escalations 

• Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames.

Requirements

• Must reside in Cape Town and available immediately
• Completed Matric 
• Minimum of 1-year customer care experience within an inbound call centre or customer care environment
• Great listener, and even greater communicator 
• Broadband experience (FLTE)