Latest Vacancies at Tenacity Financial Services

Description

Workforce Planning is the process of analysing, forecasting, and planning workforce supply and demand, assessing gaps, and determining targeted talent management interventions to ensure that an organisation has the right people, with the right skills in the right place at the right time. This role entails providing intra-day, daily, weekly, monthly and annual projections to establish capacity requirements; analysing various contact centre data e.g. call centre volume, staff productivity, and call patterns to optimize staffing levels; and providing ad-hoc reports as may be required.

Daily Activities

• Maintain and manage cumulative reporting functionality on daily, weekly and monthly for various Stakeholders 
• Conformance to Basic Conditions of Employment Act (BCEA) and Labour Act (LoA) in respect of schedules
• Continuously maintain the integrity and accuracy of the data reported through all verification methods
• Prepare and produce all inputs and levers to inform workload forecasts including respective sign-offs
• Review and track various contact centre metrics e.g. Daily Staffing, Heat Maps and Hotspots of all inbound lines and provide recommendations
• Deliver scheduling strategies to enhance the success of multiple inbound and outbound campaigns
• Dynamic and continued optimized scheduling of staff within agreed internal SLA and aligned to workload
• Ensuring that all ad-hoc team work is effectively completed timeously
• Maintain and Manage the WFM decision log and update external offline activities calendar
• Assist in identifying process improvement opportunities with WFM discipline through constant analysis.
• Gather data and compile various reports as requested
• Foster a partnership model that supports the company values

Administration

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

Adherence 

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

Ad-Hoc Request 

• Managing high volumes of emails
• Contributes to team effort by accomplishing related results as needed
• Action any other instruction from the Manager
• Assist in any ad-hoc requests from business

Requirements

Experience 

• Minimum 3 years contact centre experience
• Minimum 2 years Workforce planning and dialler exposure
• Planning and Scheduling Skills
• Strong analytical capabilities
• Reporting analysis of forecasting to schedules to ensure optimum performance
• PC Literate with Microsoft Office proficiency
• Experience of tracking & reporting service performance  

Qualification 

• Grade 12 or NQF Level 4
• Diploma in Data Analysis / Data Science is advantages
• Knowledge of statistics, and experience in using statistical packages for analysing datasets is advantages

Functional Knowledge and Skills

• Software: Proficient in MS Office
• Exposure to integration software i.e. Verint, Genesys, Total view, Nice in Contact, Presence, Aspect and/or Microsoft Dynamics 365, Zen Desk , Avaya, Cisco, SAP

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MAIN PURPOSE OF THE JOB:

• To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored including methods representing the brand via email, fax and telephone communication
• To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
• Assist the training department where required to support the overall Quality assurance process
• To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management

KEY ACCOUNTABILITIES:

• Perform quality assessments, Agent coaching (where required) and inform Team Managers and Management of findings
• Participate in the design of quality assurance formats and quality standards
• Use quality monitoring data to report quality performance at team and individual level
• Provide coaching feedback to Agents on quality assurance outputs
• Provide feedback to Team Managers and Managers on the coaching
• To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs enabling the delivery of superior customer service within SLA targets for Operations areas
• Assist Compliance with interaction monitoring for compliance related items

Requirements

Technical and Functional Knowledge and Skills:

• Fluency in Zulu, Xhosa or Tswana is a requirement 
• Understanding of the Retail Credit Account Management business
• Strong communication (both verbal and written) and customer service skills
• Computer literate
• Ability to work in a highly competitive and dynamic environment
• Efficient in Microsoft Office

Essential Qualifications and Experience:

• Must have a Senior Certificate – Grade 12
• Exposure to the QA environment will be advantages
• Must be numerate and have strong attention to detail