Job Vacancies at Believe Resourcing

About The Role

• Our client is seeking to appoint a suitably qualified and experienced Architecture Analyst (AA) to be a part of our client's exciting journey of establishing and maturing an Enterprise Architecture capability and of implementing its revised ICT Strategy, as it continues to explore and deliver innovative, quality, human-centered ICT services to its students, academics, researchers, and broader stakeholder community. The ICT strategy is geared toward enabling and supporting the University’s Digital strategies within the context of the Strategic Goals encapsulated in Vision-2030.

Responsibilities

• Supporting the operational activities of the EA / EA function.
• Coordinating the activities of the EA CoE and associated EA Governance structures.
• Serving as the liaison between the EA CoE and the broader university stakeholder community.
• Assisting and facilitating the adoption of EA practices and contributing toward EA advocacy.
• Serving as the super-user of the university’s EA tool and providing end-user training.
• Assisting with the collection and analysis of information/data in relation to business and operating models, integrated solution design, ICT investments and prioritisation and market & technology trends within the Higher Education sector.
• Assist with the development and maintenance of EA artifacts across the various EA domains.
• Conducting process reviews and process mapping within the context of EA.
• Assisting with periodic reports on progress toward the achievement of the university’s EA Blueprint and Architecture roadmaps, and on the outcome of design, ICT investment and prioritisation decisions both to the university’s EA governance structures and to various management forums.
• Building and maintaining good stakeholder relationships.

Requirements

• An NQF Level 5 qualification in an Information Technology or Information Systems or Business Analysis (BA) or Systems
• Analysis (SA) qualification plus a minimum of 8 years’ relevant experience of which at least 3 years must have been spent in Enterprise Architecture in a large, complex IT environment; OR
• An NQF Level 6 qualification in an Information Technology or Information Systems or Business Analysis (BA) or Systems
• Analysis (SA) qualification plus a minimum of 6 years’ relevant experience of which at least 3 years must have been spent in Enterprise Architecture in a large, complex IT environment.
• A good understanding of the TOGAF Framework
• A good understanding of the Software / Systems Development Lifecycle (SDLC)
• Competent in the use of an Archimate modelling tool and graphical models.
• Experience using an industry-recognised project management methodology.
• Proficient in the use of the Microsoft Office suite.

Non Technical Requirements

• Excellent English verbal and written business communication skills (including technical and report writing)
• Strong systems, analytical and problem-solving skills
• Strong inter-personal and relationship-building skills including teamwork and facilitation.
• Strong time management skills

Additional Advantageous Requirements

• An accredited TOGAF certification.
• A thorough understanding of typical of ICT systems, services and processes in public Higher Education institutions.

Desired Skills and Experience

• TOGAF, Microsoft Office Suite, SLDC

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About the role:

• Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on-boarding and integration.
• Our client is therefore looking for a Call Centre Manager who will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with CCO in the UK and closely with other internal stakeholders as well as externally with the business unit’s clients.

Responsiblities:

• Responsible for their new call centre in Johannesburg, South Africa
• Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations
• Work closely together with the sales organisation to attract and on-board new clients
• Work closely together with the COO to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning
• Manage and develop the Call Center agents including creating training for new hires and for their professional growth
• Ensure the company operates within the framework of legislation within the countries our client operates and enforce the company’s rules and policies
• Work alongside sales and marketing team in London to create compelling marketing materials for Call center prospects

Requirements:

• Have 5+ years working experience of leading customer care service teams in a BPO environment; 
• Proven and successful ability to lead call center agents towards growth 
• Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
• Desire to build career in one organisation for the next 3+ years
• Outstanding communication and negotiation skills
• A person of high integrity, honest, straight-forward and transparent
• At least a Bachelor's degree and preferably a Master's or MBA
• Project management and/or training experience
• Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
• Highly proficient with ERP software and other applicable tools such as CRM
• Good experience in call center platforms
• Experience in dealing and managing UK and US clients;
• Experience working USA hours 
• Proven track record in handling managing multiple clients  
• Proven track record in managing an Omnichannel call centre

Competencies:

• Professional, emotionally mature and ethical
• Strong, proactive, service mindset and customer focused
• Strong interpersonal skills and ability to work well with a broad range of personality styles and types
• High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
• Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
• Passion for customer service!
• Stay calm under pressure!