Jobs at Ignition Group

Key Roles and Responsibilities: 

• Understand selected products and services available to identified client segments.
• Meeting all KPI’s targets.
• Foster open communication through active listening.
• Ensure accuracy in all capturing activities.
• Address questions from clients.
• Explain selected policy or product features. 
• Effectively manage available the leads to maximize success rates.
• Ensure that all communication to customers is within agreed standards.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines. 
• Sales and customer services objection handling. 
• Must be skilled in client servicing and closing of prospective sales.

Requirements

• Matric / Grade 12 (Essential)
• Outbound contact centre insurance sales experience (minimum 6 months)
• Long or Short-Term Insurance experience (required)
• Matric certificate
• Criminal and credit clear (Essential)
• Computer literacy (Essential)
• Proficient in MS Word, Email and good typing speed (Essential)

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KEY ROLES AND RESPONSIBILITIES 

Service Delivery Administration and Monitoring

• Administer, Monitor, Support, and Analyse uConnects Mobile Network Service delivery related to: -
• Sim Card Collection, Delivery and Stock
• Sim Card Activation, Swaps and Terminations
• Real-Time product / benefit purchases, Redemptions and Recharges
• uConnect’s Customer Facing and Retail Agents App performance and service delivery
• Recurring and Monthly Subscription Collections and service redemptions
• Third Party (Tenant) configuration, Service Delivery.
• Administer and Monitor Service Delivery Levels/SLA and operational relationships with 3rd Party Partners and Providers.
• Review Service Delivery Administration and Maintenance service delivery processes with the view to improving End User Experience and service delivery Turnaround times.
• 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.
• Test Changes to Service Delivery Processes and update process documents accordingly.
• Deliver first-time-right service excellence

Stock Management

• 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 Premium Collections and recharges on the back of successful or unsuccessful premium collections.

Customer Support and Experience

• Ensure Customer Experience Agents are skilled in supporting customers with respect to Mobile Service Delivery and support.
• Cross-skill, support, and work as a team to Deliver an Unforgettable experience to every client and partner.
• Support and offer 3rd line support to the inbound team.

Subscriber Management

• Administer and Maintain Subscriber statuses as defined by the business requirements related to Terminations, Activations, Collection, Delivery, and Recharges.

Digital Service Delivery

• Administer and maintain App, Web (Digital), and USSD service Delivery.
• UAT testing on the App and SmartConnect.

Fraud Risk Management

• Administrate, maintain, and monitor purchases to manage fraud risk.

Ad-hoc Functions and Reporting

• Perform ad-hoc functions as instructed by management.
• Ad-hoc reporting when required.

Purchases and Recharges

• Monitor and Manage all Customer purchases and service / Benefit / Deal Redemptions and recharges.
• Track and Report on service Delivery Impacts, identify root causes and drive permanent Resolution.

Requirements

• National Senior Certificate or NQF 4 equivalent
• Technical qualification, A+, N+, MCSE
• ITIL Foundation Certified (preferred)

Experience:

• Minimum 3 years relevant experience in a similar role
• Experience with diagnostic and troubleshooting, including use of remote-control tools to support remote users.
• Experience in a service management and operations role and service desk environment.
• Experience working with help desk/ticketing software.

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Description

Web & Digital Performance Analytics

• Own the implementation, maintenance, and governance of web analytics tools across all digital platforms.
• Monitor website and digital platform performance, including traffic, journeys, funnels, and conversion metrics.
• Provide regular and ad hoc performance reports with clear business insights.
• Track and analyse digital KPIs including sessions, users, engagement rate, bounce rate, conversions, and digital revenue.

User Behaviour & Journey Analysis

• Analyse user journeys to identify drop-off points, friction areas, and optimisation opportunities.
• Perform cohort, segmentation, and path analysis to understand customer behaviour.
• Support UX and product teams with behavioural insights to improve usability and experience.

Data-Driven Optimisation

• Support A/B and multivariate testing initiatives to improve conversion and engagement.
• Measure the impact of marketing campaigns, content, and product changes.
• Provide recommendations to improve acquisition funnels, onboarding, and conversion performance.

 Tagging, Tracking & Data Integrity

• Work closely with technology teams to define and manage tagging frameworks.
• Ensure data accuracy, consistency, and compliance across all tracking solutions.
• Perform routine data audits and quality checks.

 Stakeholder Reporting & Enablement

• Translate complex data into clear, actionable insights for non-technical stakeholders.
• Present insights and performance trends to marketing, product, and leadership teams.
• Act as a trusted digital measurement advisor to the business.
• Relationship management with enterprise providers.

Requirements

• Degree in a relevant field such as Data Analytics, Statistics, Marketing, Computer Science, or Information Systems.
• Google Analytics, Adobe Analytics, or similar analytics certification advantageous.
• Training in SQL, data visualisation, or statistical analysis advantageous

Experience:

• At least 3–5 years’ experience in a Web Analyst, Digital Analyst, or Data Analyst role.
• Proven experience working with digital analytics platforms such as Google Analytics or Adobe Analytics and google tag manager are essential.
• Experience in conversion rate optimisation (CRO) and A/B testing.
• Understanding of Google search engine optimisation or AEO is advantageous.
• Strong experience working with website, mobile, and digital campaign data.
• Experience working in agile or product-led environments.
• Demonstrated experience in delivering insights that drive measurable business outcomes.

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Description

Data Pipeline Development and Optimisation

• Build, maintain, and optimise robust, production-grade data pipelines using Snowflake and modern orchestration tools. 
• Implement data transformations, ingestion, and integration across multiple sources (CRM, WFM, Telephony, Digital). 
• Builds production-grade pipelines with orchestration 
• Apply Snowflake best practices for warehouse design, schema structuring, and performance tuning. 

 Automation and Orchestration

• Integrate Cortex Agents or similar automation tools to streamline data workflows. 
• Implement and maintain ETL/ELT orchestration using tools such as Airflow or dbt. 
• Implements automated workflows and test. 
• Implements data tests and monitoring 
• Automate repeatable processes to enhance reliability and scalability. 

Data Quality, Lineage, and Governance

• Apply data quality checks, lineage tracing, and validation rules to ensure data accuracy and consistency.
• Document data processes, pipelines, and source-to-target mappings for transparency and maintenance.
• Implements RBAC and lineage documentation.
• Support adherence to organisational data governance and compliance standards.

Data Modelling and Analytics Enablement

• Design and maintain analytical data models and structures for business reporting and dashboards. 
• Work closely with analysts and business partners to translate KPIs into well-defined data structures. 
• Ensure data is structured to support contact centre KPIs such as AHT, FCR, NPS, occupancy, and SLA. 

Collaboration and Technical Contribution

• Collaborate cross-functionally with Senior Data Engineers and Data Architects to improve performance and reliability. 
• Participate in peer reviews, design sessions, and technical documentation activities. 
• Contribute to continuous improvement initiatives and knowledge sharing across the team. 

Continuous Learning

• Stay current with advancements in data engineering, automation, and cloud-based data technologies. 
• Proactively learn and apply new frameworks and performance optimisation techniques. 

Requirements

• Bachelor's degree in computer science, Information Systems, or Data Science. 
• Certifications in Snowflake, Python, or data engineering technologies advantageous.

Experience

• 3–5 years of professional experience in data engineering. 
• Proven record of accomplishment of delivering and maintaining production-grade data pipelines. 
• Demonstrated ability to optimise data processes and integrate automation. 

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Description

Marketing & Retail Support

• Create visually engaging promotional content, including retail pamphlets and in-store displays, using Canva and Adobe tools to align with brand standards and enhance customer experience.
• Manage marketing materials in retail stores, ensuring proper placement, visibility, and alignment with current promotions.
• Ensure all marketing collateral is ordered and dispatched for new store launches within the retail channel.

Stock & Inventory Management 

• Monitor and manage stock levels for each store, ensuring all stores submit weekly stock reports.
• Allocate stock to retail stores once orders are placed.
• Manage stock at VLT for retail vouchers and marketing materials, maintaining levels above threshold.
• Compile and submit a monthly wastage report to the Finance Department.
• Compile SIM and voucher stock counts from agents into a central spreadsheet for tracking and reconciliation.

HR & Administrative Coordination 

• Prepare and process monthly promoter payouts.
• Assist promoters in obtaining monthly payslips from HR.
• Update the ghost audit spreadsheet upon receipt from HR to verify agent activity and accuracy.
• Assist channel heads with issuing and sending 7-day notice letters to agents.

Operations 

• Compile tenant creation forms for new store launches and submit them to Operations.
• Manage the Retail Operations Centre email box to coordinate communication and resolve queries efficiently.
• Check all depletion wallets for all retail partners to ensure they remain above threshold levels.
• Top up store representatives with data as required to ensure uninterrupted store communication.

Requirements

• Matric

EXPERIENCE:

• At least one-year direct selling experience
• Experience engaging with multiple stakeholders.