Fresh Opportunities at Foundever

What you’ll be doing.

We work with a number of well known clients and we are looking for someone special who would like to deliver amazing customer service in a bustling contact centre. If you get a buzz from helping people find solutions and are naturally engaging then this is the job for you.

What we do for you to achieve this.

We will provide you with the training and support for you to develop the skills in providing solutions to customers’ concerns, engaging with your customers and solving their issues.

You will receive regular coaching and training, not only assisting you to achieve in your current role but also in preparing you for your next step within the organisation.

Key Responsibilities.

Once you have completed our full induction and training experience, you will be responsible for representing one of our many clients in handling calls which is made up of:

• Listening to customer concerns and providing information, answers, or responses.
• Obtaining and correctly capturing of customer information.
• Reviewing and making changes to customer accounts where applicable.
• Keeping records of customer interactions.
• Ensuring customer satisfaction.

Your Profile & Experience.

To join our team we are looking for people with a minimum of 1 years experience working in a Contact Centre undertaking a customer service role.  We ask that you have a passion for helping people and are able to talk on the phone.     

The essential skills we ask for are.

• Good communication skills: the ability to clearly and effectively communicate with customers over the phone.
• Empathy: the ability to understand and relate to the customer's perspective.
• Patience: the ability to remain calm and composed.
• Adaptability: the ability to handle a wide variety of customer interactions and adjust communication style as necessary.
• Positive attitude: the ability to remain positive and upbeat even during difficult customer interactions.
• Advantageous: Knowledge of customer service best practices and call centre technology.
• Education: Minimum Grade 12.
• Background: A clear criminal background and credit check.

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WHAT YOU’LL BE DOING

As Payroll Administrator, you’ll be responsible for ensuring payroll for our site runs smoothly, accurately and on-time. You’ll engage with a variety of stakeholders, answering queries, and obtaining proof bank and tax information provided by new starters.

To be successful in the role you’ll need a strong and meticulous eye for detail, keen to spot errors and minimise risk. Ideally, you’ll have a good understanding of South African tax regulations and understand the importance of strict compliance.

ABOUT YOU

Previous experience in an HR or Payroll Administrator role with the ability to handle a variety of tasks simultaneously is key. You will have an eye for detail and take pride in ensuring all work you complete is to a high standard. You’re approachable and organised and have the ability to build strong relationships with our associates and vistors a-like.  Dedicated, efficent, and always ready for a challlenge.

KEY RESPONSIBILITIES:

• Data entry of all new starter payroll information, including bank and tax details, address, pay data and benefits.
• Ensuring monthly payroll is completed and submitted ahead of deadlines, ensuring staff are paid on-time.
• Obtaining proof of tax and banking information from employees to verify information submitted by them, reducing errors and minimising risk.
• Capture of hours worked by staff to support accurate pay runs.
• Answering queries from a range of stakeholders relating to payroll.
• Filing of sensitive employee data in a confidential and secure manner.
• Keep up-to-date with local South African tax regulations and requirements.

YOUR PROFILE AND EXPERIENCE

• Excellent communication skills: the ability to clearly and effectively communicate face to face and over the phone.
• Organised: the ability to multi-task and liaise with multiple stakeholders.
• Detail-Orientated: a strong, meticulous eye for quality and ensuring all data entry tasks are completed accurately and to a high standard.
• Time Management: the ability to complete tasks by strict, and sometimes short deadlines
• Adaptability: the ability to handle a wide variety of tasks and stakeholder interactions  adjusting your communication style as necessary.
• Friendly: the ability to remain positive, friendly and upbeat even during difficult interactions.
• Advantageous: Knowledge of customer service best practices and call centre technology.

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WHAT YOU’LL BE DOING

As the Recruitment Manager and a senior professional, your role will be to oversee and manage the Recruitment function and the internal recruiters. You will work alongside HR and build excellent relationships with our stakeholders.

As well as multitasking and problem solving, you will also need to be able to create and develop a recruitment strategy in an extremely fast paced environment which will be key part of the success at Foundever in South Africa.

ABOUT YOU

Previous experience in a Recruitment Manager role with experience in meeting KPI’s.  You will have a friendly manner both face to face and over the phone. You’re approachable and organised and have the ability to build strong relationships with our stakeholders and clients.  Dedicated and efficient with an ability to handle a varied workload.  You will have excellent local industry knowledge.

KEY RESPONSIBILITIES:

Resource:

• Achieve weekly and monthly hiring targets which will be integral to the growth of the site.
• Evaluate candidates based on their assessments and telescreen.
• Monitor responses/applications received and make sure that candidate’s applications are processed efficiently.
• Understand and meet agreed KPIs and targets.
• Determine qualification criteria for each position.‎

Candidate Experience:

• Evaluate candidates based on their assessments and telescreen.
• Help senior new hires on-board.
• Prepare recruitment materials for assessments and liaise with the hiring managers to ensure a smooth process for senior recruitment.

Compliance:

• Evaluate candidates based on their assessments and telescreen.
• Provide pre-employment and compliance checks in line with company policy and relevant legislation.
• Accurate recording of candidate and client information on the recruitment database.
• Comply with all relevant health and safety legislation, employee rights and responsibilities.
• Seek support and escalate non-compliance where appropriate.
• Apply HR recruiting best practices.
• Advise hiring managers on interviewing techniques.
• Stay up-to-date on labour legislation and inform recruiters and managers about changes in regulations.

Business Development:

• Participate in job fairs to boost company’s reputation
• Act as a point of contact, build influential candidate and client relationships during the selection process
• Promote company’s reputation as “best place to work”
• Conduct regular team meetings
• Proactively and consistently strive to identify new candidate and client opportunities
• Advertise job openings on careers pages, job boards and social networks (e.g. LinkedIn)
• Update current and design new recruiting procedures
• Keep track of recruiting metrics
• Implement new sourcing methods
• Research and choose job advertising options
• Recommend ways to improve our employer brand

YOUR PROFILE AND EXPERIENCE

• Excellent communication skills: the ability to clearly and effectively communicate face to face and over the phone.
• Organised: the ability to multi-task and liaise with multiple stakeholders.
• Patience: the ability to remain calm and composed.
• Adaptability: the ability to handle a wide variety of tasks and stakeholder interactions  adjusting your communication style as necessary.
• Friendly: the ability to remain positive, friendly and upbeat even during difficult interactions.
• Advantageous: Knowledge of recruitment best practices and call centre technology

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WHAT YOU’LL BE DOING

We are looking for someone who uses strategic analysis to influence senior leaders in the company to make the right calls. You’ll be helping the team set and deliver targets, owning our financial planning, forecasting, reporting and analysis.

You’ll bring an inquisitive and have curious mind-set when it comes to finances, looking to interrogate and understand our revenue and cost base. If you are looking for a new challenge in a rapidly growing and dynamic environment, with a desire to make your mark on a growing Finance function, then this is the role for you!

ABOUT YOU

3–5 years previous experience in a FP&A role working in a fast paced environment.  You will enjoys working with numbers, large volumes of data, demonstrating the ability to think holistically, considering the implications at both a tactical and strategic level.

You will be a strong communicator with the ability to engage with people from all levels and have an extremely high attention to detail. You will have the ability to work cross-functionally and collaboratively, with a strong desire to lead and close financial projects/activities.

KEY RESPONSIBILITIES:

• Financial planning and analysis, supporting monthly, quarterly, annual and long-range planning.
• Variance analysis: conduct monthly variance analysis and identify risks, upside and suggest measures to take.
• Support our operational teams to better understand their finances and provide them with the analysis they need to succeed (e.g. efficiency, Bill to Pay).
• Work closely with accounting team to provide input on management reporting needs, push for deeper understanding of our actual performance and get that understanding back out into the business.
• Assist on projects and analyses on an ad-hoc basis.  As we grow, we will continually face new challenges and opportunities, and you’ll be asked to jump in and support as needed. This could include supporting on annual budgets and forecasting to integrating new data sources into our financial analysis.
• Supporting the effective running of finance systems, and ensuring automation opportunities are maximised across the business.

YOUR PROFILE AND EXPERIENCE

• Industry: Minimum of 3- 5 years in FP&A role, ideally in a fast paced organisaion.
• Data-Driven problem solver - comfortable to speak up and challenge stakeholders based on your analysis.
• Organised: the ability to multi-task and liaise with multiple stakeholders.
• Adaptability: the ability to handle a wide variety of tasks and stakeholder interactions  adjusting your communication style as necessary.
• Systems: Highly proficient in MS Excel and PowerPoint.
• Advantageous: Experience with SQL
• Education: Professionally qualified (ACA/ACCA/CIMA).

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WHAT YOU’LL BE DOING

As the Quality Manager your focus will be to oversee the Contact Centres Quality assurance programs.

You will establish the standards that govern customer interactions and implement the relevant monitoring programs that ensure continuous improvement and operations excellence is delivered for our clients.

You will also prepare and present regular QMS status, reports on internal business review meetings and also client facing meetings such as MBR, QBRs.

ABOUT YOU

It is essential that you are an experienced Quality Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.

It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients.

You will have excellent communication skills, both verbally and in writing and are able to confidently present.

KEY RESPONSIBILITIES:

• Define, recommend and implement the continuous improvement and quality strategy that will define performance across the site.
• Manage a team of Quality Analysts assessing and agreeing workloads to ensure that time is managed effectively and the correct volumes of interactions are monitored within an effective timeframe.
• Ensure that all clients onsite implement and maintain the relevant quality standards by regularly reviewing and auditing.
• Lead and drive quality projects to deliver service improvement, revenue improvement and cost reduction in line with project and business objectives.
• Utilise reporting and data to identify common themes and trends to are negatively impacting quality performance ensuring appropriate actions and plans are put in place to drive performance improvements.
• Collaborate with the training and operational management team to identify training needs in line with the trends identified through the quality monitoring process.
• Produce weekly, monthly and quarterly reports to be shared with the team leaders and management teams identify training and coaching opportunities.

YOUR PROFILE AND EXPERIENCE

• Leadership: Exceptional leadership skills with ability to manage a quality assurance team.
• Expertise: Minimum of 3 years’ experience in a Contact Centre Operations Quality Manager role.
• Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.
• Analysis: Ability to gather and analyse data, evidence and prepare reports, status updates.
• Critical-Thinking: Effective problem-solving skills.
• Employee Performance: Performance Management skills.
• Knowledge: Demonstrated knowledge of quality and continuous improvements frameworks.