Job Vacancies at Ignition Group

Description

• As the of Head of HRBP’s, you will play a critical role in aligning human resources strategies with business objectives. You will lead a team of HR Business Partners who are responsible for delivering HR solutions and support to various departments within Ignition CX.

This role requires a strategic mindset, strong leadership skills, and the ability to foster a positive and inclusive work environment.

The detail
Strategic HR Leadership:

•  Develop and implement HR strategies that align with the overall people strategy & business objectives of Ignition CX
•  Collaborate with senior management to understand business goals and provide strategic HR guidance.
•  Drive initiatives related to employee engagement, performance management, and talent development.

Team Leadership:

•  Lead and mentor a team of HR Business Partners to ensure effective HR support across the organization.
•  Provide guidance on HR best practices, policies, and procedures.
•  Foster a collaborative and high-performance culture within the HRBP team.
•  Develop and implement comprehensive upskilling programs for HRBPs, team leaders, and CX managers, emphasizing strategic HR practices.
•  Identify training needs, both individual and team-wide, to enhance skill sets that align with evolving business requirements.

On the floor presence:

•  Actively engage with the teams on the floor to understand the dynamics, identify HR challenges, and proactively address employee concerns.
•  Collaborate with HRBPs to create a visible and approachable HR presence, promoting an open-door policy.

Employee Engagement and Retention:

•  Implement initiatives to enhance employee engagement in collaboration with the head of Employee Experience.
•  Analyse employee feedback and develop action plans to address concerns and improve overall workplace morale.
•  Implement retention strategies to reduce turnover and increase overall employee tenure.

Performance Management:

•  Oversee the performance management process, ensuring fair and consistent evaluations.
•  Work with managers to develop performance improvement plans and succession planning strategies.

Learning and Development:

•  Collaborate with the L&D team to identify training needs and implement programs to enhance employee skills and competencies.
•  Collaborate with the L&D team to support career development initiatives to help employees grow within the organization
•  Develop and implement comprehensive upskilling programs for HRBPs, team leaders, and CX managers, emphasizing strategic HR practices.
•  Identify training needs, both individual and team-wide, to enhance skill sets that align with evolving business requirements.

Employee Relations:

•  Collaborate with ER Specialist to attend to complex employee relations issues, conducting investigations and providing guidance on conflict resolution.
•  Ensure compliance with labour laws and company policies.
•  Mediate and resolve complex employee relations issues, working closely with HRBPs & ER Specialist to ensure a fair and positive work environment.

HR Metrics and Reporting:

•  Develop and analyse HR metrics to assess the effectiveness of HR programs and identify areas for improvement.
•  Provide regular reports to senior management on HR-related key performance indicators.
•  Drive ENPS and Esat targets set for both the HRBP team and other areas in the business 

Continuous Improvement:

•  Continuously evaluate and enhance HRBP processes and practices for increased efficiency and effectiveness.
•  Implement feedback mechanisms to measure the impact of HR interventions.

Active HRBP for Professional Staff:

•  Serve as the dedicated HR Business Partner for all professional staff, particularly those in support departments.
•  Perform all typical HRBP duties for professionals not situated on the floor, ensuring a high level of service and support for this critical segment of the business. 
•  Build strong relationships with professionals across various departments, understanding their unique needs and challenges.

Requirements: 

•  Bachelor’s degree in human resources 
•  Non – Negotiable - Proven experience in HR leadership roles, with specific experience in Contact Centre / BPO or customer service environments. 
•  In-depth knowledge of HR best practices, employment laws, and industry trends.

Skills:

•  Strong leadership, communication, and interpersonal skills.
•  Ability to think strategically and translate business goals into HR initiatives.
•  Demonstrated experience in talent management, employee engagement, and organizational development

go to method of application »

The role:

The Ignition Group is a proudly South African investment company focusing on Technology, Media, Telecommunications and Financial services. Our Employees are encouraged to recommend innovative business and operational ideas, and we strive to make each Employee's journey to success as exciting and engaging as possible.

The Customer Care Campaign Manager takes pride in providing the best Customer Service support by handling Customer queries and concerns with the highest degree of courtesy and professionalism. They ensure that an excellent standard of service and a high level of Customer satisfaction is maintained. Are you as passionate about Customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? This could be the job for you!

The detail:

Management

• · Manage day-to-day running of the Customer Care Campaign covering all key performance areas.
• · Manage talk time through Team Leaders.
• · Manage attendance through the Team Leaders with the assistance from HR.
• · Develop Team Leaders with assistance from Training Department.
• · Maintain discipline, and 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. Customer Care
• · Ensure adherence to Customer Care processes.
• · Stay abreast of new product development/knowledge.
• · Monitor and track Team Leaders and their targets.
• · Resolve escalated 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 plans, 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. 

Skills and Experience

• · Matric (NQF 4) · 3 years' or more experience in Customer Care Management, within a Contact Centre environment.

go to method of application »

The role:

Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better. Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.

Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.

The detail:

Management

• Ensure the team meets their core KPI of Service targets.
• Target setting, call-flow management and interval control, drive and encourage individuals and the whole team, through call and utilisation times using measurement, targets, reward and recognition, feedback and communication.
• Responsible for the day to day management of your team, including the monitoring of shift patterns, time-keeping, absence, and overtime

Coaching and Developing

• Coach, mentor and develop the team.
• Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and reviewing departmental processes.
• Establish goals both for the team and for individual employees, and conduct regular performance reviews.
• Identify and address any training that your team require.

Collaboration

• Actively work with other Team Managers to ensure that all teams are geared towards achieving the success of the campaign.

Requirements

Are you this person?

• Do you have a matric qualification?
• Are you in possession of a minimum of 12 months’ international experience in outbound sales?
• Can you prove a high level of exceeding team KPI’s in previous role?
• Do you understand the importance of good attendance and always being punctual?
• Are you an excellent communicator who can work well under pressure?

go to method of application »

Description

Payroll Processing

• Serve as first point of contact for all payroll related queries.
• Coordinate and process all employee payroll documentation.
• Ensure that employee payroll files are up-to-date and accurate, entering any changes into the system.
• Process timesheets where required and checking all hours for accuracy on a daily/weekly/monthly basis in relation to the time and attendance system.
• Monitor employee time and attendance daily.
• Update payroll databases and process payroll related requests.
• Ensure the accuracy of all employee data on the relevant systems.
• Complete all administration related to payroll and employee transfers, promotions, resignations, and terminations.
• Check figures for accuracy and necessary approvals.
• Process manual checks as requested by HR and/or Finance.
• Contribute to the execution of the payroll operations function.
• Stay abreast of changes in tax laws and update the payroll processing system as required.

Reporting and Documentation

• Assist with compiling monthly payroll reports for review.
• Compile monthly statistical reports.
• Prepare and file various reports.
• Import reports from accounting, time and attendance, and payroll systems for processing.
• Responsible for all administrative duties required by the payroll management team.

Communication and Support

• Keep management informed of any payroll problems and updates.
• Assist the HR team and offer general support to new employees on explaining pay rules and gross-to-net calculations.

Requirements

Knowledge, skills and attributes:

• Ability to prioritise workload in a fast-paced environment.
• Excellent verbal and written communication skills.
• Demonstrate an understanding of the payroll environment as it relates to HR.
• Ability to work confidentially at all times.
• High level of accuracy.
• Proven time management and planning skills.
• Ability to multitask and work independently.
• Strong payroll administration background.
• Solid knowledge of labour and legislation related to payroll.
• Ability to extract and manipulate data, compile reports and reconciliations.
• Strong orientation towards ensuring client satisfaction and service delivery.
• Ability to produce a high quality of work.
• Ability to manage work processes.
• Demonstrate high ethics and adherence to company values.
• Strong numerical aptitude and attention to detail.

Education and training:

• Matric

Experience:

• At least 2 years’ experience in a Payroll Administrator role
• Hands on experience with payroll software
• Minimum 2 years’ experience working with the MS office suite, including MS excel and MS word