Open Roles at AVBOB South Africa

Description

• We are looking for a skilled contact center Team Leader who can lead our tea to better performance and improve service quality.
• You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and procedures.
• You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Plan training program and identify training needs for new and existing staff in cooperation with the department head.
• Walk the floor of the call centre throughout the day to observe the agent status and the appropriateness of their manner in handling the calls.
• Provide guidance to agents where they may need a more experience opinion on how to resolve a customer querAnswer daily telephone enquiries escalated.
• Assist policy holders and marketing personnel to solve enquires.
• Discuss unresolved cancellation enquiries with departmental head.
• Monitor on a short interval basis (at least every 10 minutes) the live Nashua call centre reporting for their team with a focus on the following.
• Keeping the average call duration to the agreed time (including the wrap up time).
• Minimising the number of calls waiting.
• Analyse the daily statistics, address irregularities with the department head and implement the appropriate corrective / preventative measures.
• Review job descriptions of the department in co-operation with the departmental head.
• Conduct a 15 minute daily review meeting with their team in order to discuss the performance of the previous day and to discuss the root cause of any variance so that they are able to develop corrective actions to eliminate these variances.
• Work with the Department Head to schedule the team to ensure that the maximum number of agents are available to take calls during anticipated peak times of the day.
• Attend departmental heads’ meeting and convey appropriate matters to personnel.
• Discuss non-performance with department head who will decide on appropriate action.
• Discuss non-compliance of personnel regularly with department head, who will decide on appropriate actions.
• Compile leave schedule for the team.
• Report all faults to appropriate technicians.
• Monitor work, report incoming errors and problem to the department head.
• Ensure that appropriate tasks are referred back to Policy Service Department within the set timeframe.
• Conduct a daily assessment of at least one call of each agent as per the standards and complete the call assessment forms.
• Identify agents’ training and, or coaching needs.
• Discuss identified training or coaching needs with each agent individually.
• Train or coach agents and monitor their progress.
• Open a file for each individual agent where the assessment results and daily statistics are kept.
• Oversee that the retention agents are adhering to the set policy and procedures.
• Monitor that the agents are complying in terms of identification and giving the client the correct information.
• Escalate any operational problems to the department head.

Requirements

• Grade 12
• 3 years’ experience in the Life Insurance Industry, preferably in a client service policy maintenance environment
• Call Centre management
• Computer literacy

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Description

We are looking for a Business Analyst to be involved in creativity analysis and conduct feasibility study regarding proposed new software that can be introduced in AVBOB and do a cost /benefit analysis of such a software, with reference to the policies and procedures of the organisation. To work closely with business units to identify and maximise opportunities to use information and technology to improve product, service and /or program business processes.

• To review, analyse and create detailed documentation of business systems and user needs, including workflow and data flow diagrams
• Utilise the defined Methodology that provides guidelines for the entire team based on best practices both in and outside the organisation to improve efficiency and quality
• Ensure that re- work is kept to a minimum and change requests are efficiently completed, by meeting deadlines and achieved targets.

To verify requirements with business and produce requirements packages after JAD sessions with business to ensure that all requirements are reflected in the BRS for business to sign off.

• To take the assigned project from original concept through final implementation.
• Utilise the selected tools that would be appropriate for mapping and modelling the proposed BRS
• To compile a Scope Statements for all projects according to the standards set out in the methodology.
• Submit a comprehensive weekly progress report every Tuesday with the Project Plan updated if required
• Translate the business requirement into functional requirements by evaluating the information and preparing functional specifications for the development team
• To ensure that any new systems are documented.
• Responsible for identifying risks, monitor and measuring of risk against risk appetite, risk mitigation strategies and risk reporting.

To be involved in requirements planning and define a requirements risk approach by understanding the business needs of the organisation and the risk profile. To manage requirements conflicts by liaising and negotiating within the business units

• Conduct requirements presentation as a means to present back to business for verification
• Conduct formal requirement meetings for review, UAT and implementation of systems
• R& D on keeping abreast with emerging technology

To ensure that business units receive the relevant assistance and overall great service based on their requirements

• To ensure that business units receive the relevant assistance and overall great service based on their requirements

Requirements

• Degree in Information Technology/Systems, B.Com Informatics/Business Related degree/BSc Computer science.
• Certified Business Analyst (CBAP) certified by IIBA (International Institute of Business Analysis).
• 4 years’ relevant experience in systems analysis and design.
• Experience with modelling – process; data and workflow
• Good understanding of IT architecture:  IT systems; programming and development
• Eliciting, Analysing and documenting of requirements for medium to large mission critical projects.
• Financial services environment experience
• Interpersonal Skills
• Communication skills.
• Attention to detail

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RESPONSIBILITIES  INCLUDE:

• Arranging of all funerals and cremations
• Obtain and complete all legal documentation for funerals and cremations
• Maintain all funeral records
• Offer counselling and comfort the bereaved families
• Handle payments and invoicing
• Marketing and sales of Funerals, Tomstones and AVBOB insurance products
• Render client service and assist with complaints

Requirements

QUALIFICATIONS  REQUIRED  FOR  THE  POSITION:

• Grade  12
• Driver’s  license,  own  reliable  transport  and  cell  phone
• Clear credit and criminal record
• Comply with FAIS legislation for registration as Fit and Proper individuals:
• Applicants who entered the industry as follows: 
• From years 2004 – 2007 requires 30 credits on NQF 4 obtained by 31 December 2009.
• From years 2008 - 2009 requires 30 credits or 60 credits on NQF 4 obtained by 31 December 2011 or full FAIS            recognised qualification obtained by 31 December 2013
• All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification

EXPERIENCE  REQUIRED  FOR  THE  POSITION:

•  Business and functional experience in the funeral industry will be a advantage

SKILLS  REQUIRED  FOR  THE  POSITION:

•  Good communication, analytical, planning and organising skills
• Time  management and administration skills
• Computer literate