Jobs at Tenacity Financial Services

Job Description

• To manage and oversee the smooth functioning of a team of Customer Service Agents in order to achieve service levels, positive customer experiences and to build and maintain an integrated and balanced people management approach.

Manage daily operations:

• Supervise, lead and performance manage a team of agents
• Drive and manage client service objectives and service levels
• Ensure correct procedures are followed and give direction to employees on what to do and how to improve
• Support teams and/or resolve queries (Internal and external 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 team adherence to WFM schedules
• 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
• Continually identify knowledge gaps and actively implement initiatives to upskill team  
• 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
• All actions to be done in a timeous manner and aligned to expectations and process

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 the

Job Requirements
Qualification:

• Grade 12

Experience:

• 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 15 people

Functional Knowledge and Skills:

• Knowledge and understanding of call centre processes and methodology
• Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
• Efficient in MS Outlook, MS Word, MS Excel, 
• Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment
   

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Job Description

• To action, resolve or escalate a range of customer queries or complaints via various communication channels in a professional and customer centric manner and perform administrative functions relating to store maintenance and staff card reconciliations.

Query Handling

• Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp, Facebook ,HelloPeter, etc.)
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures
• Access various systems as required to resolve queries and / or complaints and accurately update information
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Action and resolve queries relating to store maintenance and staff card
• Perform staff card reconciliation functions and attend to associated queries
• Provide a professional customer experience and satisfaction at all times

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance 

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence

• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Perform any ad hoc tasks as and when required

Job Requirements
Experience

• Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role

Qualification 

• Grade 12 or NQF Level 4
• Tertiary level education in Communications, Marketing, or Business Management would be advantageous

Functional Knowledge and Skills

• Excellent verbal & written communication skills communication skills
• Customer Focused
• Experience/knowledge of retail account services
• 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
• Time and self-management skills with the ability to multi-task, organise and prioritise
• Microsoft Office