TTEC (pronounced t.tec) We help companies build engaged, happy, profitable customer experiences powered by our combination of humanity and technology.
Read more about this company
What you’ll be doing:
- You will lead the HC related functions in South Africa and Cape Town and act as main point of the contact for the employees and managers operating at specified accounts and sites, proactively supporting the delivery of HR processes. They serve as business partners leading change management projects, actively supporting discussions and transfer of best practices from various functions of the organization. HC Managers proactively identify human capital solutions that will enhance bottom line results and improve employee related gross margin.
What you’ll bring to us:
- Understand all key business initiatives and goals for each supported business unit. Have significant experience in South African employment legislation.
- Actively identifies gaps, proposes and implement changes necessary to cover risks
- Deliver company driven human capital solutions to challenges affecting the success of the business.
- Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit. Effectively partner with and leverage corporate support teams
- Acts as the performance improvement driver and provokes positive changes in the people management
- Design and maintain organization vitality charts as the performance of the business unit improves
- Challenge the organizational structure of the internal client and propose changes
- Monitor and report on progress toward each goal and project.
- Act as the ultimate point of contact for all escalated (difficult) HC issues.
- Participate as a member of task forces in corporate-wide human capital and other people initiatives requiring a human capital perspective.
What skills you’ll need:
- Recent experience in a similar role ideally within a BPO Contact Center. Bachelor’s Degree
- 5+ years experience as a business partner or HR Manager providing operations support ideally within a similar BPO or global services organization.
- Working knowledge of various office software applications, online communication tools and database technology and a deep knowledge of South African Labour laws
- Ability to influence others by example, coaching, and mentoring
- Strong organizational development, project management and change management skills
- Strong e-mail and oral communication skills
- High level of integrity and judgment
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What You’ll be Doing
- Trainers are responsible for registering associates for classes, facilitating new hires trainings, as well as all applicable client trainings
- Trainers provide, coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and accurate manner following client requirements and company standards.
- Trainers are expected to have a thorough working knowledge of TTEC policies and procedures as well as client requirements related to training duties.
- Trainers are responsible for the overall outcome of new hired classes and client required trainings.
During a Typical Day, You’ll
- Inspire and motivate learners to reach for amazing
- Mentor and coach new hires within client training goals and time frames
- Bring your interest in helping others to start their career journeys successfully
- Deliver high quality client product training
What You Bring to the Role
- High school diploma or equivalent
- 2 years or more in training and adult learning or call center experience
- Strong understanding of TTEC’s business, core values, and goals.
- Strong verbal and written communication skills.
- Ability to lead and partner successfully with staff and chain of command.
- Open, honest and empathetic manner when dealing with people.
- High customer service orientation.
- Working knowledge of MS, Oracle, Kronos or ability to learn technology quickly
- High level of integrity, honesty, and judgment
- Ensures call center staff schedules are managed
- Coaches appropriate staff on performance
- Management improvement
- Ability to manage multiple, complex, on-going tasks and projects.
- Advanced English skills. Both written and verbal.
- Full Time Availability.
go to method of application »
What You’ll be Doing
- Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.
- You’ll report to the Operations Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
- Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
- Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
- Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done
What You Bring to the Role
- Associate degree, technical school or equivalent work experience
- Continuously promote a performance-driven culture and always work towards reaching for amazing
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Consistently mentor and inspire others
- Customer focused mindset
- Computer savvy
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Key Performance Objectives
Achieve 100% of training goals.
- Actively implement strategies and initiatives to enable the Learning and Leadership Development department to achieve its objectives.
- Communicate the core strategy and goals to the team.
- Establish metrics for success, set clear daily priorities, and drive the team to meet goals.
- Understand the key business objectives, timeframes, and client requirements associated with each training goal. (Strategic thinking, project management, results orientation, business acumen, enthusiasm)
Manage day-to-day operations and deliverables.
- Deliver timely and efficient solutions to all training related requests.
- Employ effective organizational and time-management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Manage problem resolution as needed.
- Determine appropriate use of resources to meet training goals and schedules.
- Oversee and manage the facilitation quality of training classes; those include New Employee Orientation training, client required product classes, and language base classes.
- Accountable for Supervisors, Team Leads and Trainers certification.
- Manage regular preparation of reporting on training completion to a client and internal reporting. (Problem solving, attention to detail, can-do attitude, persuasion and influence)
Improve the key success metrics associated with training goals. These include:
- Associate Performance 30 days post-training
- Training Attrition
- Training Satisfaction
- ERGM
Gather information, analyze data, observe the training process, and lead the effort to consistently improve training process and performance.
- This includes challenging every aspect of the training process.
- Recommended changes must be monitored and measured to ensure bottom-line impact to the process.
- Held accountable for attrition of agents, trainers and overall project attrition.
- Responsible for Learning and Leadership Development department success in meeting key metrics and quality requirements. (Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
Actively manage the staff, support, motivate and retain an outstanding team.
- Responsible for mentoring, training, evaluating, and developing the staff.
- Provide support, information and assistance.
- Accountable for managing all day-to-day issues and respond to all issues as appropriate.
- Help the staff to set realistic and measurable training goals, and develop appropriate reward program as needed.
- Take responsibility for motivating and retaining an outstanding team.
- Provide coaching and development opportunities to Trainers and Team Leads, and address performance issues as appropriate.
- Monitor progress towards achieving training goals. (Leadership, staff development, accountability, coaching, motivation, resourcefulness, high integrity)
Manage the communication.
Maintain a positive, respectful and caring attitude.
- Communicate problems clearly and collaborate with client and business partners to ensure that issues will be resolved quickly with a minimum long term impact.
- Offer clear and objective alternatives and work with the team to help implement solutions.
- Identify and communicate any potential training problems or challenges as they surface.
- Communicate changes in priorities and direction of the goal or project to the staff. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)
Escalate system level issues to the appropriate systems/IT support/vendor team.
- Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via email or ticketing system to the appropriate team.
- Answer questions and assist in isolating the root cause of problems and testing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem solving)
Ensure compliance with TTEC’s processes and tools, system changes.
- Ensure compliance TTEC’s internal policies and procedures as well as client requirements on training processes to prevent and/or minimize potential challenges and problems.
- Responsible for continuous improvement in the overall training process.
- Provide immediate and direct feedback to the team to ensure full compliance and high performance.
- Provide specific training and constructive feedback on all aspects of the process.
- Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
Basic Qualifications
- Strong understanding of a BPO business, core values, and goals
- Ability to lead and partner successfully with teams, management and client
- Ability to manage multiple, complex, on-going tasks and projects
- High level of integrity, judgment and follow through
- Strong coaching, people, and leadership skills
- Strong attention to detail and desire to follow procedures
- Strong analytical, verbal and written communications skills
- Data analysis skills
- Proficient in Microsoft Office
- Proficient in English, both written and verbal
- Background in training and/or adult learning
- Trainer Certification
Preferred Qualifications
- Knowledge of call center business and training management
- Call center experience
- Six Sigma
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Customer Service Representative working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll Do
- Do you have a passion for helping others?
- Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
What You Bring to the Role
- 2 or more years of BPO customer service experience with strong communication skills
- High school diploma or equivalent
- Computer experience
- Recognize, apply and explain your product or service knowledge
- A patient, compassionate and professional personality with strong service orientation
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
A Bit More About Your Role
- We’re committed to ensuring you have the skills and support to be successful in your role throughout your career.
- From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you.
- And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers.
- Our TTEC community is here for you as one dynamic, global family.
- You'll report to the Team Leader.
- You'll contribute to the success of the customer experience and the overall success of the team.
go to method of application »
What You’ll be Doing
- Trainers are responsible for registering associates for classes, facilitating new hires trainings, as well as all applicable client trainings
- Trainers provide, coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and accurate manner following client requirements and company standards.
- Trainers are expected to have a thorough working knowledge of TTEC policies and procedures as well as client requirements related to training duties.
- Trainers are responsible for the overall outcome of new hired classes and client required trainings.
During a Typical Day, You’ll
- Inspire and motivate learners to reach for amazing
- Mentor and coach new hires within client training goals and time frames
- Bring your interest in helping others to start their career journeys successfully
- Deliver high quality client product training
What You Bring to the Role
- High school diploma or equivalent
- 2 years or more in training and adult learning or call center experience
- Strong understanding of TTEC’s business, core values, and goals.
- Strong verbal and written communication skills.
- Ability to lead and partner successfully with staff and chain of command.
- Open, honest and empathetic manner when dealing with people.
- High customer service orientation.
- Working knowledge of MS, Oracle, Kronos or ability to learn technology quickly
- High level of integrity, honesty, and judgment
- Ensures call center staff schedules are managed
- Coaches appropriate staff on performance
- Management improvement
- Ability to manage multiple, complex, on-going tasks and projects.
- Advanced English skills. Both written and verbal.
- Full Time Availability.
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Lead Associate working onsite in Cape Town, you’ll be a part of bringing humanity to business. #experienceTTEC
What You’ll be Doing
- Do you have a passion for helping others and giving them peace of mind?
- You’ll have ownership over resolving escalated or complex calls from customers.
- Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
What You Bring to the Role
- 5 or more years of BPO customer service experience plus some post-secondary education
- Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
- A solution-oriented mindset to ensure happy customers
- A patient, compassionate and professional personality with strong service orientation
- Time management, flexibility, organizational and multi-tasking skills
- You lead by example and work with your team to contribute to the overall success of your client program
- Computer experience
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Customer Service Representative – Nights, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
- Do you have a passion for helping others?
- Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
What You Bring to the Role
- 6 months or more of customer services experience
- High school diploma or equivalent
- Recognize, apply and explain your product or service knowledge
- Computer experience
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
- Visit www.mybenefits.ttec.com for more information.
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Senior Healthcare Customer Service Representative, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
- Do you have a passion for helping others and giving them peace of mind?
- You’ll have ownership over resolving escalated or complex calls from customers.
- Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers on diagnostic imaging, life care solutions, surgical or biomedical services
- Conduct research to provide answers for customers to resolve their issues
- Working hours that are designed to support USA customers. Therefore, the shifts could end as late as midnight local time.
What You Bring to the Role
- 2 or more years of customer service experience plus some post-secondary education
- Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
- A solution-oriented mindset to ensure happy customers
- You lead by example and work with your team to contribute to the overall success of your client program
- Computer experience
What You Can Expect
- Transport provided in line with company and client requirements
- Leadership supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Customer Service Representative – English – Automotive, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
- Do you have a passion for helping others and giving them peace of mind? You’ll work to resolve the customer’s issues before escalating to the next level.
- Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
- Some upselling of products or services to existing customers may be required
What You Bring to the Role
- 6 months or more of work experience
- B1+ level of English in both written and verbal communications
- Recognize, apply, and explain your product or service knowledge
- Computer savvy including ability to manage multiple screens
- High school diploma or equivalent
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Customer Service Representative – Nights, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
- Do you have a passion for helping others? Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
What You Bring to the Role
- 0 to 6 months of customer service experience
- High school diploma or equivalent
- Recognize, apply and explain your product or service knowledge
- Computer experience
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- Fixed term contract
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
go to method of application »
What you’ll be doing:
- You will lead the HC related functions in South Africa and Cape Town and act as main point of the contact for the employees and managers operating at specified accounts and sites, proactively supporting the delivery of HR processes.
- They serve as business partners leading change management projects, actively supporting discussions and transfer of best practices from various functions of the organization.
- HC Managers proactively identify human capital solutions that will enhance bottom line results and improve employee related gross margin.
What you’ll bring to us:
- Understand all key business initiatives and goals for each supported business unit. Have significant experience in South African employment legislation.
- Actively identifies gaps, proposes and implement changes necessary to cover risks
- Deliver company driven human capital solutions to challenges affecting the success of the business.
- Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit.
- Effectively partner with and leverage corporate support teams
- Acts as the performance improvement driver and provokes positive changes in the people management
- Design and maintain organization vitality charts as the performance of the business unit improves
- Challenge the organizational structure of the internal client and propose changes
- Monitor and report on progress toward each goal and project.
- Act as the ultimate point of contact for all escalated (difficult) HC issues.
- Participate as a member of task forces in corporate-wide human capital and other people initiatives requiring a human capital perspective.
What skills you’ll need:
- Recent experience in a similar role ideally within a BPO Contact Center. Bachelor’s Degree
- 5+ years experience as a business partner or HR Manager providing operations support
- Working knowledge of various office software applications, online communication tools and database technology
- Ability to influence others by example, coaching, and mentoring
- Strong organizational development, project management and change management skills
- Strong e-mail and oral communication skills
- High level of integrity and judgment
go to method of application »
Job Details
- Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.
- As a Customer Service Representative – Nights, working on site in Cape Town, South Africa, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
What You’ll be Doing
- Do you have a passion for helping others?
- Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.
During a Typical Day, You’ll
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
What You Bring to the Role
- 6 months or more of customer services experience
- High school diploma or equivalent
- Recognize, apply and explain your product or service knowledge
- Computer experience
What You Can Expect
- Transport provided in line with company and client requirements
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
Method of Application
Use the link(s) below to apply on company website.
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