MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
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Tasks
Strategy Development and Execution
- Develop long-term strategic plans to achieve organizational goals.
- Drive analysis of internal and external data to build actionable recommendations, considering risks and barriers
- Shape materials to explain strategic output and help influence the business towards recommended outcomes
- Work with research teams to conduct in-depth market research to understand industry dynamics, competitors, consumer behaviour, etc.
- Help drive the execution of strategic initiatives from inception to completion.
- Present strategic plans and recommendations to business including senior leadership
- Identify and analyse emerging trends that may impact the organization.
- Develop and maintain relationships with key stakeholders.
- Stay up to date on industry trends and best practices.
- Work with evolving best practice leveraging technologies (AI, evolution of modelling techniques etc.)
Reporting
- Generate relevant market intelligence to inform strategic, financial, or operational changes and investment decisions.
- Translate data and findings into meaningful insights and presentations to present recommendations to key decision makers.
- Help to create visibility and clarity in the organization around new market opportunities, business priorities, and operational requirements; as well as the reasons why, these are important to the business.
Stakeholder Engagement
- Build strong relationships with leadership and key stakeholders to gain buy-in for strategic initiatives and drive alignment across the MCSA Group organisation.
- Communicate strategic concepts and recommendations in a clear, compelling manner through presentations, reports, and discussions.
- Partner across functions and business units to operationalise strategy and optimise tactics.
- Provide support to internal stakeholders to ensure achievement of business objectives.
Qualifications Essential:
- A university degree with qualifications in Business, Economics, technical or mathematical/analytical disciplines
Qualification Preferred:
- Masters Degree / Second Degree or further professional qualification also welcome (e.g. MBA / ACA etc.)
Experience
- 5-8 years strategy experience in business or major consultancy
- Clear track record of expert analysis and recommendation
- Strong financial modelling capability
- Excellent presentation skills -both verbal and written are critical
- Strong project management capability
- Team player – demonstrated ability to lead projects internal/external and across departments
- Calm, collected ability to think on feet
- Ability to participate in strategic debate on an Executive Level
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights and recommendations.
- Strategic mindset with a track record of developing and executing successful strategic initiatives.
- Proficiency in data analysis tools and techniques, financial modelling, and market research methods.
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Tasks
Operational Delivery
- Provide input in the creative design and implementation of new technology and system changes
- Provide solutions to minimize/negate impact of technical problems impacting the delivery of content within the VOD value chain.
- Ensure Implementation and support of new VOD technologies
- Provide input into the investigation of VOD technology equipment functionality, capacity and capabilities for future growth.
- Manage a workflow disaster recovery process.
- Assess operational risks and anticipate future customer needs.
- Provide technical support in an environment that functions 24/7
- Provide input or advice on systems maintenance and setup.
- Provide input into systems maintenance budget.
- Monitor the VOD automation system and report on problems and attempt possible short term fixes
- Manage software updates and installations
- Provide weekly statistics as well as incident reports to Head of VOD Operations
Stakeholder Management and Benchmarking
- Pick up trends in the environment and effectively communicate trends to relevant stakeholders,
- Provide feedback on deliverables through appropriate communication channels and technical report writing
- Stay abreast of latest technology that has the potential to impact the VOD and linear broadcast environments.
Qualifications
- Bachelors in Computer Science or Electrical Engineering
- Red Hat Certified System Engineer
Experience
- A minimum of 3 - 5 years working experience supporting and maintaining a technical VOD environment
- Proven track record of fault finding and troubleshooting in a complex technical environment
- Experience in Linear Broadcast and/or VOD delivery value chain
- Understanding of the VOD value chain and systems knowledge relating to file based workflows
- Understanding of audio, video file based workflows and knowledge of encoding technologies
- Understanding of SD, HD and UHD technology
- Administration of Linux servers (minimum 3 years)
- Network and storage administration, configuration and fault diagnostic knowledge
- Experience with virtualization technologies
- Experience in creating high availability systems
- Experience with micro-services and container orchestration
- Scripting knowledge in BASH or Phyton (advantageous)
- Understanding and implementation of Cloud technologies (advantageous)
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Tasks
Personal Assistance
- Analyze monthly and weekly plans and determine required amount of meetings, logistics, attendees, etc.
- Produce documents, briefing papers, reports and presentations, etc. as requested by CEO / Executives
- Carry out background research and present findings to the CEO /
- Executives
- Carry out specific projects and research as requested by the CEO /
- Executives
- Support executive with presentation and report research and preparation
- Ensure that the CEO’s schedule is planned in advance and that the calendar/diary is up to date and efficiently managed as changes occur
- Request necessary data from management so that reports can be compiled
- Screen phone calls, e-mails and messages either through first line
- response or forwarding as appropriate
- Process incoming correspondence and action as required, e.g.
- Update calendar
- Type documentation
- Distribute / forward information
- Internal and external queries
- Maintain stakeholder database and ensure that all information is accurate and up to date
- Regularly check resource supplies to ensure sufficient stock
- Maintain an up to date, orderly and logical filing system that can be easily accessed by relevant individuals
Meeting Management
- Schedule meetings as planned or requested
- Ensure that an agenda is sent to all delegates, both with standard agenda items as well as any items that need to be included for follow up as a result of actions documented in previous meetings
- Ensure that delegates are aware of what they need to prepare in terms of contribution to the meeting
- Compile documentation required and distribute in advance to delegates
- Arrange logistical requirements and ensure smooth running of the meetings
- Take minutes of meetings and ensure accuracy and timeous distribution
- Analyse meeting requirements, prepare required information and advise the CEO / Executives
Event management
- Arrange functions and events according to requirements upon request by the CEO / Executives
- Determine a budget amount for these events
- Send invitations to CEO’s / Executive’s invitees in advance
- Make sure that all hotels, travel and forex arrangements are on track and arranged as requested
Qualifications
- Essential: Diploma level educational qualification
- Preferred: Degree
Experience
- A minimum of 7-10 years’ Executive Secretarial/Office Administrative experience or Equivalent
- A minimum of 3-5 years’ Executive Secretarial/Office Administrative experience or Equivalent
- Managing the executive's office
- Preparing reports
- Conducting research
- Handling information requests
- Organizing meetings and events
- Making travel arrangements
- Assisting with administrative tasks
- Handling confidential information
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Key Performance Objectives
Strategy Formulation
- Develop the integrated digital marketing strategy that supports the achievement of the business’ acquisition and retention targets, describing how each digital channel (paid and unpaid search, paid and unpaid social, display, video) should contribute.
- Develop an actionable plan with timelines and key measures to deliver on the strategy.
- Develop strategies for market expansion across Africa, considering regional preferences, cultural nuances, and regulatory differences.
- Localise digital marketing efforts to resonate with diverse audiences in different regions.
Strategy Execution
- Ensure the efficient implementation of the defined strategy.
- Implement marketing campaigns across digital channels such as social media, mobile apps, and website content.
- Assess the performance of digital marketing campaigns to determine what changes need to be made to improve results.
- Establish and manage relationships with advertising agencies or other outside vendors that help implement latest techniques to improve campaign performance.
- Review data to identify trends and determine how to improve performance of campaigns.
- Identify and implement new technologies for use in digital marketing.
- Employ a strong data-driven mindset by setting up relevant KPIs, constantly tracking their performance against targets and benchmarks and using them efficiently to optimise initiatives and results.
People Management
- Head up a team for the key digital channels and support them in effectively executing strategies and initiatives, prioritising and optimising the performance of each channel.
- Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
- When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognised.
Stakeholder Relationship Management
- Collaborate closely with the commercial executive and team to coordinate campaigns across offline and online channels, optimise the creatives for digital channels while keeping the brand in line with other channels.
- Collaborate closely with the Customer Value Management team to run remarketing campaigns and campaigns to improve engagement.
- Collaborate closely with the analytics team to have the relevant data at the disposal of the digital marketing team, develop insights on the effectiveness of the different (parts of) campaigns, set up basic attribution modeling, as well as providing the right insights and reports to management.
- Work with content teams to ensure proper utilisation of Content Management Systems for content creation and distribution.
Digital Acquisitions
- Oversee the development and management of search engine marketing strategies to ensure high visibility on search engine results pages (SERPs).
- Lead the planning and execution of paid advertising campaigns across various digital channels such as Google Ads, Facebook Ads, Twitter, and other relevant platforms.
- Direct the optimisation of ad creatives, targeting, and bidding strategies to maximize ROI.
- Work closely with the marketing teams, bring a growth hacking mindset, always looking for opportunities to optimise the conversion funnel.
- Develop new hypotheses to further optimise the digital campaigns and run experiments to test new approaches and judge them based on quantitative results.
- Develop a deep understanding and knowledge of the market, via analysis of market trends.
- Define the contribution of each individual digital channel (paid and non-paid; search, social, display, video etc.,) as well as cross channel initiatives that maximise results.
Marketing Technology Management
- Take ownership of the marketing automation stack to make every digital interaction count.
- Lead the implementation of attribution modelling tools to analyse and attribute conversions to various marketing channels.
- Keep up to date with the industry to identify new tools within existing channels or new channels that can further support growth and retention.
- Oversee the integration of ad tech platforms for programmatic advertising, audience targeting, and real-time bidding.
- Lead the management and organisation of marketing data, ensuring accuracy and completeness.
- Direct the implementation of data governance policies to maintain data quality and compliance.
Performance measuring and Reporting
- Establish clear performance metrics and reporting mechanisms for digital marketing activities.
- Develop a regular reporting cadence to keep stakeholders informed about the performance of digital marketing initiatives.
- Oversee the implementation of real-time monitoring systems to track campaign performance and user engagement.
- Work closely with marketing teams to conduct thorough post-campaign analyses to evaluate the success of major digital marketing initiatives.
- Direct a continuous optimisation approach based on performance insights.
Budget Management
- Develop and manage the digital marketing budget, ensuring optimal allocation of resources for maximum ROI.
- Regularly review and adjust budget allocations based on campaign performance and strategic priorities.
- Optimise budget allocation based on data-driven insights into the most effective channels.
- Implement cost-effective strategies to maximize the impact of the digital marketing budget.
Qualifications
- A post graduate degree in Marketing or a related field.
- An MBA is advantageous
Experience
- A minimum of 8 years’ experience in digital marketing, ideally in an e-commerce/online activity.
- 10+ years working experience.
- Experience in leading and managing social media, display and video advertising campaigns as well as retargeting campaigns.
- Experience in optimising landing pages and user funnels, with a detailed understanding of multi-channel tracking and attribution tools and methodologies and with A/B and multivariate experiments.
- Experience in leading, managing and optimising performance marketing campaigns (incl. Google Adwords, Facebook) and SEO/SEM.
- Experience with marketing automation and programmatic digital platforms.
- People management experience.
- Strong analytical skills, data-driven thinking, proofreading/editing and copywriting skills.
- Solid knowledge of website analytics tools (e.g., Google Analytics, NetInsight, Omniture, WebTrends).
- Working knowledge of ad serving tools (e.g., DART, Atlas), HTML, CSS, and JavaScript development and constraints.
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Tasks
Support Finance and General Accounting operations and External Reporting
Month end
- SAP month end procedures
- Responsible for providing or reviewing financial data and calculations to/from Shared Services to process accounting entries (i.e. for investments, fixed asset valuations, hedge accounting, monthly accruals and provisions etc.)
- Responsible for ensuring that the accounting records correctly reflect the financial results
- Cost savings tracker Consolidation
- Co-ordinate and manage the delivery of subsidiary, joint venture & associates reporting for inclusion in consolidated results
- Prepare Consolidated monthly reporting packs for Business Units including financial and non-financial information, variance analysis of actuals, budget, forecasts and prior year
- Deliver accurate monthly management accounts with detailed variance analysis
- Preparation of the monthly cash flow forecast with detailed variance analysis
- Forecasting of foreign currency requirements
- Review of VAT submissions
Annual
- Responsible for notes and commentary for external and statutory reporting
- Review of annual financial statements for company, joint ventures and subsidiaries
- Co-ordinate, collate and manage the delivery of SuperSport reporting for Internal & External audit purposes
- Review of tax computations
Ad Hoc
- Consult with Shared Services Central Accounting team to resolve Intercompany Disputes
- Responsible for preparing information that will be sent to the Regulators
- Ad-hoc analyses and reports as required
Perform Financial Planning and Analysis
- Facilitate the budget and forecast process for the Business Unit
- Prepare and report on Budgets and Forecasts
- Prepare 36 month Treasury cash flow forecasts
- Prepare 36 month rolling forecasts of Income Statement, Balance Sheet and Cash flow statement
- Proactively partner with the business to identify and evaluate opportunities to improve performance and ensure that change initiatives are implemented
- Prepare monthly reporting pack (including financial performance and variance analyses against plans, forecasts and regional objectives)
- Work with corporate SAP team to set up and further improve reporting for the business unit
Qualifications
Experience / Skills
- Minimum 2 years post article relevant experience in a similar role
- Sound knowledge of IFRS and Taxation rules
- SAP system experience
- Advanced MS Office skills
- Sound knowledge of Sport would be advantageous
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Key Performance Objectives
Platform Strategy and Development
- Develop and execute a comprehensive platform strategy aligned with shared service goals.
- Drive the adoption of scalable, integrated platforms that streamline shared service delivery and improve user experience.
- Lead platform modernisation efforts, including system migrations and the adoption of automation technologies.
- Evaluate emerging technologies to identify opportunities for enhancing shared service delivery.
- Oversee the lifecycle management of shared service platforms, ensuring timely upgrades and enhancements.
Governance and Assurance
- Establish governance frameworks and policies tailored to the shared services environment.
- Ensure platforms comply with data privacy regulations, industry standards, and organisational policies.
- Conduct regular risk assessments and assurance reviews to identify and address vulnerabilities.
- Develop and implement robust access controls and user permissions for all platforms.
- Manage audit processes and ensure findings are addressed within established timelines.
Performance Management
- Define and monitor KPIs for platform performance, focusing on reliability, user satisfaction, and efficiency.
- Oversee incident resolution processes, ensuring minimal disruption to shared services.
- Lead root cause analyses for platform-related issues and implement preventive measures.
- Optimise resource allocation and platform configurations to meet demand spikes and changing business needs.
- Implement real-time monitoring tools to track platform health and performance.
Collaboration and Stakeholder Engagement
- Partner with shared service leaders to understand and prioritise platform requirements.
- Act as the liaison between shared services, IT, and external vendors, ensuring alignment and effective communication.
- Facilitate cross-functional workshops to identify and address platform-related challenges.
- Manage vendor relationships, negotiate contracts, and ensure SLAs are met.
- Communicate platform strategies, updates, and performance metrics to executive stakeholders.
Team Leadership and Development
- Lead a team of platform specialists and assurance experts, fostering a culture of innovation and collaboration.
- Recruit, train, and develop team members, ensuring they are equipped to manage emerging platform technologies.
- Create a knowledge base of best practices for platform management in a shared services context.
- Conduct regular performance reviews and provide ongoing coaching and mentorship.
- Promote continuous learning and upskilling to keep the team ahead of industry trends.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- When required, initiate disciplinary processes for team members calling on support from HC when required.
- Motivate team members and ensure that their efforts are recognised.
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (advanced degree preferred).
Experience
- 8-10+ years of experience in platform management, IT assurance, or shared services operations.
- Professional certifications such as ITIL, COBIT, ISO 27001, or cloud platform certifications (e.g., AWS, Azure) are advantageous.
- Proven track record of leading platform strategies and managing platform governance in a shared services environment.
- Experience managing large-scale platform projects and cross-functional teams.
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Key Performance Objectives
Revenue Assurance Strategy and Development
- Develop and execute a comprehensive Revenue Assurance strategy aligned with business and shared service goals.
- Drive the adoption of scalable, integrated RA tools that streamline delivery and improve user experience.
- Lead RA modernisation efforts, including the adoption of automation technologies to enhance delivery.
- Increase scope and enhance coverage of the RA function to meet the changing business needs
Governance and Assurance
- Establish governance frameworks and policies tailored to the RA environment.
- Ensure RA platforms comply with data privacy regulations, industry standards, and organisational policies.
- Manage pre-defined mechanisms for smooth functioning of the team
- Conduct regular risk assessments and assurance reviews to identify and address vulnerabilities.
- Develop and implement robust access controls and user permissions for all RA processes and tools
- Manage audit processes and ensure findings are addressed within established timelines.
Operational Delivery
- Manage controls to ensure minimum revenue loss and leakages. Key areas include Entitlements, Credits & Discounts, Billing, Bad Debt & Provisioning.
- Collaborate with the business stakeholders to identify and mitigate revenue loss resulting from internal and external debt collection processes
- Detect revenue losses related to Billing and Bad Debt including but not limited to Missed Rate Increases, Missed Billings, Dropped Transactions, Discount Rate Plans & arrears accounts.
- Detect Leakage related to Provisioning including but not limited to missed orders, mismanaged orders, as well as timeous fulfilment of orders –Order-To-Activation for DPP, playout of adverts for airtime, retail hardware orders as well as special revenue accounts
- Detect losses related to Entitlements & Credits including but not limited to continuous validation of Special accounts (DStv-i, Field trials, etc.); Validation of credits applied to accounts against receivables, as well as validation of refunds
- Complete and analyse end to end reconciliation from source through to billing and revenue recording and ensuring that all events are received and processed in a timely, complete and accurate manner
- Work with the system architects to develop, improve and support automation and efficiency of all revenue assurance activities
- Provide comprehensive revenue risk analysis to drive internal improvements through the prioritisation of revenue assurance initiatives
- Champion revenue leakage issues by influencing and engaging key stakeholders
- Manage the over and under charging of clients both B2B and B2C
- Work closely with Fraud to minimise syndicate caused revenue losses
- Develop, review and update billing rules as needed and identify improvements that will effect the overall experience of the customer.
- Perform UAT testing on all billing and process related changes
Collaboration and Stakeholder Engagement
- Partner with shared service leaders to understand and prioritise RA requirements
- Facilitate cross-functional workshops to identify and address RA challenges.
- Communicate RA strategies, updates, and performance metrics to executive stakeholders.
- Provide guidance to business partners based on performance metrics and feedback across the organisation related to analytics, research & measurement initiatives
- Ensure continued stakeholder sponsorship and alignment across the organisation
- Build partnerships and working relationships within the business to create awareness of risk areas
Team Leadership and Development:
- Lead a team of revenue assurance experts, fostering a culture of innovation and collaboration.
- Recruit, train, and develop team members, ensuring they are equipped to manage emerging platform technologies.
- Create a knowledge base of best practices for revenue assurance in a shared services context.
- Conduct regular performance reviews and provide ongoing coaching and mentorship.
- Promote continuous learning and upskilling to keep the team ahead of industry trends.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- When required, initiate disciplinary processes for team members calling on support from HC when required.
- Motivate team members and ensure that their efforts are recognised.
Qualifications
- Bachelor’s degree in Computer Science, Finance, Information Systems, Business Administration, or a related field
- Master’s degree an advantage
Experience
- A minimum of 5 years’ experience in Revenue Assurance or a similar role within media, financial services or telecommunications.
- Exposure to SAP ERP, MS Dynamics CRM, Hansen’s ICC, Clarity and Power BI tool
- Technology acumen in Robotics Process Automation, Workflow automation, Business Intelligence and Analytics a definite plus
- Proven track record of leading Revenue Assurance strategies and managing risk and governance in the environment
- Experience managing large-scale Billing projects and cross-functional teams.
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Key Performance Objectives
Tasks
Demand planning
- Manage and execute demand planning for the business for devices and accessories working with key account manager to prepare run rate documents (how much stock to buy, sell, inventory levels on hand)
- Calculate and determine demand forecast at multiple levels which incorporates current and accurate market information that allows the company to correctly predict demand and provide its supply chain with the appropriate information to plan how to meet that customer demand
- Manage and execute demand planning for the business for devices and accessories working with key account manager to prepare run rate documents (how much stock to buy, sell, inventory levels on hand)
- Research and identify demand drivers, relevant market-related data and competitive intelligence that feed into demand planning and forecast
- Highlight gaps in the demand plan and implement necessary actions
- Facilitate and manage demand planning/customer meetings
- Provide input to volume planning
- Develop a more permanent digital cloud-based solution for supply chain planning and innovate the demand process
- Collaborate with Finance to ensure that demand planning is in line with business financial targets
Forecasting
- Review historical sales trends and prepare forecast data
- Develop statistical forecast models (excel models) and evaluate forecast results
- Validate sales forecasting against seasonal marketing calendars
- Provide input for sales budgeting in accordance with demand and forecasting
- Accumulate sales demand and sales forecast into supply chain management document
- Refine systems and methods to continually improve forecasts so that the company can better anticipate customer needs
- Coordinate cross-functional research activities to reconcile significant variances and refine the forecast model to reflect updated sales and marketing assumptions
- Monitor activities once started and highlight variances where they differ from the sales forecast and identify potential service issues or wastage issues
Inventory Management
- Provide input to the supply planning in developing inventory strategies on existing items, new products, and product phase-outs.
- Track and update purchase orders and deliveries
- Track and verify warehouse inventory levels
- Monitor activation rates
- Responsible for SAP inventory administration and integration elements with group entities
Reporting
- Help report and measure sales report performance
- Prepare and maintain relevant reports pertaining to demand planning process
- Provide timely and accurate reports in accordance with business and management requirements
Stakeholder Relations
- Improve relationships among internal stakeholders, which will lead to effective knowledge sharing and an optimal consensus forecast to better guide the company
- Work closely and build close relations with customer supply chain contacts to deliver optimum product availability
- Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
Qualifications
- A Degree in Supply Chain Management, Planning or Analytical statistics
Experience
- A minimum of 5-8 years demand planning
- Retail or supply chain planning
- SAP inventory management experience preferably at a Super User level
- Proficiency in statistics, forecasting and forecasting methods with an understanding of their financial and operational impacts
- Strong experience in Demand and Supply Planning
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Key Performance Objectives
Operational
- Manage manual processes, require to improve customer experience
- Work on all escalated first line analysis and support using backend systems (TVOD, Connect Support Tool, ICC, etc).
- Log incidents – resolution and escalations within SLA’s
- Monitor incident SLA’s
- Action all calls logged to dedicated queues on HPSM within 1hr i.e. GM, Self Service, WIC’s National, Box Office, etc.& provide feedback to escalators.
- Track business system changes through Change Management Process
- Optimise the daily plan based on call arrivals, incident and impacts
- Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
- Suggest corrective actions to mitigate any observed risks
Product Support Desk Coordination
- Process calls in the Product Support Desk queues
- Coordinate calls in the Business Service Desk Feedback queue
Communication
- Provide real-time support on Business accepted communication mediums
- Provide timeous feedback to stakeholders
- Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
- Escalation and communication of any incidents and key customer insights that originate from any customer care touchpoint
- Effectively feedback any workforce optimisation suggestions based on real time observations on the floor
- Track agent adherence and service level performance
Customer Satisfaction
- Coordinate and implement crisis and problem management processes and procedures for Customer Care
- Co-ordinate, escalate, track and resolve problems and incidents with stakeholders which occur on all systems and applications and functionality used within Customer Care
- Monitor dashboards to proactively support Customer Group operations to enhance Customer Experience
- Test, validate and release Customer Communication on various platforms
- Coordinate User access
- Provide input to daily operational performance meetings relating specifically to customer experience and customer care performance
- Ensure customer insights are communicated to customer care and related stakeholders
- Analyse available data points in real time to proactively identify customer needs and incidents
- Mobilise relevant recovery teams to minimize turnaround time of incidents impacting on the customer
- Proactively coordinate customer demand through the use of social media and IVR messaging
- Provide insights to improve customer experience in the longer term based on insights gathered through monitoring
Qualifications Essential
- Technical Diploma
- Degree Statistics and Applied Mathematics advantageous
Experience
- 3 – 5 years’ Call centre / Service Desk Analyst experience
- 2.5 years of Clarity & ICC systems knowledge as well as an in depth understanding of associated Business Rules included in the above
- Process Driven
- Deadline Driven
- Achievement Orientated
- Process and system driven
Method of Application
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