Job Vacancies at Ignition Group

Purpose of the Job

• Responsible for ensuring the debtor accounts are accurately reflected with updated balances.
• Ensure accurate allocation of receipts, credit notes, journals, refunds etc.
• Ensure provision for bad debts are calculated as per business polices.
• Ensure stock is correctly accounted for and cancellations are logged for return.
• Ensure invoices are captured to the correct revenue streams.
• Analysis and interrogation of age analysis and ageing buckets
• Ensure collections reporting is received and any concerns are highlighted.

Requirements

Minimum Requirements of the Job

• Diploma in accounting
• 2 years accounts experience
• Pastel evolution experience
• Special Skills
• Communication skills: is able to communicate clearly.
• Can get messages across that have the desired effect.
• Accuracy: attention to detail
• Computer skills: MS Office and Advanced Excel Pastel Evolution

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Description

• Proactively manage incidents by monitoring key components so that failures and potential failures are detected early, and the resolution process can be initiated.
• Restore normal service operation as quickly as possible and to minimize the adverse impact on business operations.
• Ensure that the best possible level of service quality and availability are maintained in line with Service Level Agreements.
• Monitor, validate and report on supplier performance, customer satisfaction and adherence to SLA.
• Monitor compliance to regulations, policies, and procedures related to incident management in the contact centre.
• Ensure the monitoring, tracking, prevention and resolution of compliance related breaches.
• Ensure that the required incident and problem management processes are initiated to ensure compliance.
• Receive service disrupting events directly from users, and technical staff as communicated through the contact centre or through an interface from system event and/or incident management tools.
• Continuously assesses supplier ability to meet quality and delivery requirements.
• Detect incidents as early as possible by identifying problems, analysing root causes and participate in the development of sustainable solutions to prevent future similar incidents.
• Keep the contact centre informed of progress on incidents and potential workarounds.
• Ensure high level of service and user satisfaction is maintained.
• Supports resolution of vendor and/or third party-related incidents, problems, or unsatisfactory performance.
• Recommend new technologies or approaches that could benefit the organization.
• Ensure that IT systems and infrastructure are secure, reliable, and aligned with business needs.
• Contribute to the development of and facilitate training on incident response protocols, policies and procedures.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 5 – 6 years’ experience in a similar role.
• Experience in managing service level agreements with and coordinating the service delivery of vendors and third-party service providers.
• Ability to communicate complex IT information in simplified form depending on the target audience.
• Excellent written and verbal communication skills.
• Ability to work well under pressure.
• Ability to prioritize and manage multiple tasks and projects in a fast-paced environment.
• Effortless ability to collaborate with internal and external stakeholders at all levels.
• Expertise and strong analytical mind to develop effective solutions to problems.
• Good project management skills.
• Ability to respond to change effectively.
• Demonstrated technical knowledge and understanding of IT infrastructure, networks, systems, and software.
• Skill in identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Knowledge and understanding of relevant industry trends, technologies and best practices.
• Understand the impact of incidents on the various clients, business and the company.

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Description

• This role will be to work directly with our transport partner to drive the cost per ride down by strategic planning.

Requirements

• Work with recruitment to display areas where we can’t recruit.
• Give guidance as to expected shifts with new hires based on transport groupings
• Schedule shifts based to drive down costs
• Work directly with transport partners to provide new names and deactivations.
• Work with transport partners to inform of no shows and call ins so not to charge for lists that day.
• Flag any concerns with Head of Workforce and/or Workforce Manage in CPT to mitigate risk
• Be available to respond to issues and requests, and resolve in line with budget requirements
• AOB around transport

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Description

This position will:

• Administer, monitor, support and analyze mobile service delivery end-to-end processes.
• Administer, monitor and maintain stock levels related to mobile products and services (SIM, Welcome Packs (F2F and PARGO) and Vouchers (Retail and Airtime).
• Administer and monitor service delivery levels/SLA and operational relationships with 3rd party partners and providers.
• Review service delivery administration and maintain service delivery processes with the view to improving end user experience and service delivery turnaround times.
• Ensure Customer Experience Agents are skilled to support customers with respect to mobile service delivery and support.
• Ensure efficient and effective processes are in place to support the business with respect to mobile Service Delivery through the use of dashboards and DDAs. 
• Administer and maintain subscriber statuses as defined by the business requirements related to terminations, activations, collection, delivery and recharges. 
• Administer and maintain App, Web (Digital) and USSD service delivery.
• Administer and monitor premium collections and recharges on the back of successful or unsuccessful premium collections.
• Test changes to service delivery processes and update process documents accordingly. 
• Administrate, maintain and monitor purchases to manage fraud risk. 
• Cross skill, support and work as a team to deliver an unforgettable experience to every client and partner.
• UAT testing on the App and Smart connect. 
• Deliver first-time-right service excellence.
• Perform adhoc functions as instructed by management. 
• Ad-hoc reporting when required.
• 99% availability for customer facing service delivery interface platforms. 
• Make sure terminations are executed accurately and daily. 
• All 3rd Party Recharge Request are actioned within an hour of receiving it. 
• Sim Activation under 5 minutes from RICA or collection/delivery. 
• Stock control.

Requirements

• Matric
• Diploma / Degree in Accounting / Finance advantageous
• 4 years’ experience in providing 1st level Cellular (Mobile) customer support and a minimum of 2 years operational experience related to operational support processes.
• Thorough understanding of Cellular Service Delivery processes as it related to MVNO service processes and regulatory requirements.
• Experience in working with 3rd Party service providers at an Operational support level.
• Service delivery focused.
• Analytical.
• Solution oriented.
• Strong communication skills. 
• Results Focused.
• Customer experience focused.

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Description

As the Skills Development Facilitator, you will be responsible for designing, developing, and facilitating high quality training content for various projects within the business. This role focuses on identifying learning needs of our employees and deploying training initiatives to close gaps recognised within strict timeframes. In addition, strong relationship building, and administrative skills are required.

• Assess the business training needs by conducting regular needs analysis through surveys, interviews, focus groups, and communication with all levels of business.
• Create, coordinate, plan, and present various forms of skills training for employees and customers.
• Develop unique training programs to fulfil workers specific needs to maintain or improve job skills.
• Create and/or acquires training procedure manuals, guides, and course materials.
• Present training and development programs using various forms and formats including group discussion, lecture, simulations, and videos.
• Maintain records of training and development activities, attendance, results of tests and assessments, and re-training requirements.
• Analyse and track impact of training and proactively manage success.
• Present progress reports strategically using the MS Office suite.
• Evaluate program effectiveness through assessments, surveys, and feedback.
• Maintain knowledge of the latest trends in training sector.
• Perform other related duties as required by reporting manager.

Requirements

• Flexible with working hours/shifts to accommodate business requirements. This role would be required to work day shift and night shift hours.
• Familiar with online learning technology.
• Minimum of 2 years facilitation experience (Management/Learnerships/Soft Skills).
• Experience managing medium to large scale programs/projects while working cross-functionally with multiple teams and stakeholders.
• Experience in using data collection, research, and analysis to evaluate project outcomes and improve and organizational performance.
• Able to deliver training to senior levels of the business.
• Readily available portfolio of work – presentations or samples of work that has been designed and developed.
• Completed Train the Trainer, Assessor, Moderator.
• BEE knowledge and understanding.