Job Opportunities at Huntswood

• The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Job Description

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• Matric / NQF Level 4
• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is imperative
• Financial Services experience is imperative for either US/UK campaigns 
• Extensive experience Navigating multiple systems
• Strong technical problem solving skills
• High attention to detail
• Must be able to work USA shifts between 

Required Skills

• Sales Coaching
• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

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• You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers. 

Job description 

• Maintain and develop internal/client quality standards. 
• Assess support interactions (calls, email, chat messages) based on established quality standards. 
• Accompany evaluations with meaningful and constructive feedback. 
• Discuss and explain feedback with agents in regular meetings. 
• Participate in calibration sessions to maintain consistency in internal evaluations. 
• Create/maintain/deliver reports that reflect agent performance. 
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions. 
• Support operation with upskill sessions as and when required. 
• Attendance in new hire training sessions to provide insight into quality requirements. 
• Flexible and creative approach constantly looks for improvements. 
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated. 
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans. 
• Manages time effectively and meet agreed deadlines. 

Essential Experience

• Experience within Quality assurance or equivalent essential
• Matric (Garde 12) OR Full NQF4 essential
• Experienced in financial services 
• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals. 
• Experience of call monitoring, either as an agent or assessor 
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills. 
• Brings insight and expertise to meet/exceed client quality expectations. 
• Consistently strives to exceed customer expectations in the area of quality performance objectives. 
• Computer literacy including working knowledge of word processing, database software applications and Internet. 
• Acts decisively, manages time effectively. 
• Flair for detail; organised and accurate. 
• Ability to work as part of a team or on own initiative 
• A professional manner with a positive attitude. 
• A committed team player with a flexible approach who is able to work in a fast paced environment 

Desirable skills 

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential 
• Ability to demonstrate a high degree of customer service awareness 
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like 
• Ability to train and develop staff