Job Vacancies at Tenacity Financial Services

Description

The purpose of this role is to monitor the intra-day activities in Operations and advise appropriate steps to address variations to the planned forecast and schedule to ensure that service levels are maintained.  To also deliver variance reporting to stakeholders, to enable them to make timely and informed decisions.

Daily scheduling and real time management  

• Ensure all scheduled agents breaks, lunches and teams published per agreed times.
• Effective real time management through AHT alerts, Deviation alerts, etc.        
• Effect real time adjustments of all off line activities (breaks, lunches, teas, toilet breaks, training etc.) and effectively communicate with Operations to ensure daily service level targets are met.            
• Track any changes, anomalies or incidents that influence service levels
• Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
• Provide assistance to the Workforce Planner and Manager  

Reporting

• Compile and review various reports and continuously maintain the integrity and accuracy of data

Administration of  WFM processes

• Assist to identify process improvement opportunities
• Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

Administration of  WFM processes

• Assist to identify process improvement opportunities
• Conformance to Basic Conditions of Employment Act (BCEA) in respect of schedules and breaks

Projects / Initiatives

• Actively participate in Departmental / Company Projects and initiatives as directed
• Identify process improvement opportunities through constant analysis and reporting of call centre metrics

Requirements

Qualification

• Grade 12
• Degree/ National Diploma or tertiary qualification in relevant field/discipline (advantageous)

Experience

• Minimum 1-2 year’s previous experience in a Workforce real time analyst related role
• Minimum 2 years’ experience in Contact Centre environment
• Knowledge of workforce management tools
• Knowledge of forecasting and schedule creation
• Knowledge of real time adherence and decision making
• Knowledge of Performance Analysis/Metrics

Functional Knowledge and Skills

• Computer literate (MS Office)
• Written & verbal communication skills
• Problem solving skills
• Reporting and analytical skills
• Team player
• Excellent interpersonal skills
• Ability to communicate at all levels
• Presentation skills

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Description

• This role will be accountable for the successful output of the following performance areas:

Manage daily operations:

• Supervise, lead and performance manage a team of agents
• Drive and manage client service objectives and call times
• Ensure correct procedures are followed and give direction to employees on what to do and how to improve
• Support teams in resolving escalated customer queries
• Develop and implement programs and procedures to improve productivity (efficiencies)
• Adopt and manage first call resolution competency
• Detect and escalate Fraud and misrepresentation to the respective lines and department
• Ensure 100% adherence to WFM schedules and participate in forecasting
• Action any ad-hoc requirements

Coaching and mentoring of team:

• Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify training needs and ensure adequate coaching takes place
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration:

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc. 
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll
• Manage the termination process for all agents leaving Tenacity 

Team performance, monitoring and reporting:

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy 

Resources & Capacity ( people & systems):

• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements

Specific Requirements

• Matric/Grade 12
• 2 years Team Manager experience within a Call Centre environment in a similar role
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 12 people
• Understand drivers in the sales environment to ensure effectiveness and sales efficiencies

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Job purpose

As a New Business Agent, you will be responsible for contributing to the sales (approval) targets through outbound calls based on pre-qualified leads, and/or opening customer initiated accounts via sms and branch applications, inclusive of outbound calls for missing information on branch applications.  All information from these various interactions is to be captured accurately and timeously.

Performance 

• Achieve agreed upon targets and outcomes as directed by management within schedule
• Reach out to customers through cold calling of pre-qualified leads to promote and sell private label card account; and/or process customer initiated accounts
• Apply solid objection handling techniques to prospective pre-qualified customers
• Conduct outbound calls to obtain relevant missing information from customers for branch applications; and / or resolve Sales related queries escalated from Customer Service
• Capture all relevant information from all application channels accurately and timeously
• Establish, develop and maintain positive business and customer relationships during calls
• Achieve customer satisfaction at all times
• Action customer instructions in an efficient and timeous manner
• Action administrative requirements related to customer account management

Qaulity Assurance 

• Ensure quality and accuracy - meet the standard of 95% and above
• Adhere to call scripting
• Open customer accounts by recording account information accurately on the CRM

Administration 

• Ensure all leave transactions are captured on ESS
• Ensure all overtime is submitted to Team Manager timeously

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management, House Rules, Disciplinary Policy as set out by the business

Ad-hoc

• Contribute to team efforts by accomplishing related target/results as contracted
• Action any other instruction by Management from time to time

Requirements

Experience 

• Minimum 1 year sales experience within a Call Centre environment

Qaulification

• Grade 12 or NQF Level 4

Functional Knowledge and Skills

• Proficient in English
• Exceptional verbal and written communication skills
• Must be able to type a minimum of 35 words per minute with 95% accuracy
• Have Knowledge of the National Credit Act and the Retail Credit Market
• Objection handling skills
• High problem solving skills and ability to work under pressure
• Ability to show empathy and handle customers sensitively
• Ability to be flexible and display strong adaptability skills
• Strong interpersonal skills and experience
• Time & self-management skills with the ability to multi-task, organise and prioritise

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Description

Tenacity would like to invite suitable candidates to apply for Collections Agent position.

The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.

Main Activities:

• Dealing with both inbound and outbound calls
• To rehabilitate accounts in an efficient and professional manner
• To advise customers on product, legislative and account related queries
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timorous manner
• To action administrative requirements related to customer account management

Requirements

• Must have a Senior Certificate – Grade 12
• Must have at least 12 months collections experience in the call centre environment
• Good command of the English and an additional language
• Understanding of the Retail Credit Account Management business
• Strong problem solving and negotiation skills
• Strong communication (both verbal and written) and customer service skills
• Ability to work in a highly competitive and dynamic environment
• Must be numerate and have strong attention to detail
• Computer literacy; must be efficient, Account Management Debtor Systems
• Available to work shifts and alternate Saturdays

Personality Attributes:

• Enthusiastic
• Dynamic
• Driven & Goal orientated
• Flexible
• Take ownership of tasks
• Self motivated
• Shows initiative
• Enjoys a challenge
• Thinks outside the box

go to method of application »

Description

Tenacity would like to invite suitable candidates to apply for Collections Agent position.

The main purpose of the role is to action and resolve Collections queries via telephone to meet the Collections objectives of the business.

Main Activities:

• Dealing with both inbound and outbound calls
• To rehabilitate accounts in an efficient and professional manner
• To advise customers on product, legislative and account related queries
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timorous manner
• To action administrative requirements related to customer account management

Requirements

• Must have a Senior Certificate – Grade 12
• Must have at least 12 months collections experience in the call centre environment
• Good command of the English and an additional language
• Understanding of the Retail Credit Account Management business
• Strong problem solving and negotiation skills
• Strong communication (both verbal and written) and customer service skills
• Ability to work in a highly competitive and dynamic environment
• Must be numerate and have strong attention to detail
• Computer literacy; must be efficient, Account Management Debtor Systems
• Available to work shifts and alternate Saturdays

Personality Attributes:

• Enthusiastic
• Dynamic
• Driven & Goal orientated
• Flexible
• Take ownership of tasks
• Self motivated
• Shows initiative
• Enjoys a challenge
• Thinks outside the box