Vacancies Available at Huntswood

Job Responsibilities:

People Management

• Managing Performance and achievement of team leader KPIs
• Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
• Prepared daily Huddle are held.
• Leave/ Absence Management ensuring the required resourcing is available as per SLA
• Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
• Create and drive team motivation.
• Reward & Recognition is part of the operational rigor.
• Incentive programmes are aspirational, structured and well
• communicated as to align to the operational delivery required.
• Encourage a cross functional collaborative way of work.
• Drive a high-performance environment, ensuring the client objectives are achieved consistently.
• HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
• Foster the HW culture which must be visible and aligned to a people centric approach.
• Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders. 

Team/Leader Development

• Coaching/ mentoring is structured and ongoing
• New leader plan is constructed to support the transition of the newly appointed leader.
• Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
• Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
• Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
• Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
• Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
• Team professional Development (CPD, succession, career pathing, etc.)
• Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
• Identify and nurture top talent within the team.
• Create a repository of useful resources / reference material to support coaching or skills-based session.
• Create ongoing learning opportunities, both formal an informal so colleagues are kept up to date

Operational Management (BAU)

• Define operational objectives.
• Agree and deliver key operational metrics
• Prepare and plan to deliver against the agreed business targets.
• Monitoring performance and adapting activities accordingly.
• Execute on financial objectives by translating into operational activities.
• Track performance against forecast and makes operational adjustments in month.
• Departmental wide communication of relevant information is circulated/communicated.
• Define reporting requirements to optimism the performance.
• Record keeping of key information in respect of with business requirements.
• Instate quality control mechanism ensuring the necessary actions are consistency applied.
• Manage all legislative requirements, taking the appropriate action if required
• Process Oversight and monitoring
• Monitoring of department expenses
• Procurement and supplier oversight
• Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment
• Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue
• Promoting good news stories, innovation, successes and learnings within the department and wider organization
• Project Implementation
• Taking the lead from the project manager, execute/support on actions for department specific projects.
• Provide insight into the project plan.
• Improve, influence and secure support for value-add initiatives.
• Connect and collaborate with others in the project team to ensure successful outcome.
• Keep stakeholders well informed with ongoing communication on progress/ setbacks.
• Maintain records of actions and milestone /achievements for your assigned actions

Support the building of a great Client Relationship

• Support the Client Director with maintaining good client interactions
• Work collaboratively with clients through WBR, MBR and QBR.
• Manage internal delivery on client requirements.
• Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
• Prepare adequately for client visits, including ensure all relevant internal teams are well prepared. Maintain good communication and build healthy working relationships with the client.
• Keep the client aware of necessary information by providing regular feedback.
• Build confidence with the client by sharing achievements and challenges ahead of the time.
• Report on continuous improvement within the department.

Change Management

• Identifying change initiatives within the department.
• Partnering with Business on wider organizational change initiatives.
• Drive change initiatives, ensuring it as the desired outcome.
• Management of the communication plan around the change activities specific to the department Monitor the outcome / results closely, addressing challenges as they arise.

Department Reporting

• Work closely with the BI team to build reporting and insights required to manage the operations.
• Ongoing data analytics of existing MI
• Monitor trends to drive the direction and focus on key business levers. Using the insights gathered from the available data to make decisions and recommendations for improvement. Drive data driven continuous improvement initiatives within the department.

 Job Requirements:

• Minimum qualification of Matric/NQF 4
• Relevant tertiary qualification will be advantageous
• Relevant senior operations management experience – Min 3 years
• Proficiency in MS Excel
• BPO industry experience is essential (working international campions advantageous)

go to method of application »

Job Responsibilities:

People Management

• Managing Performance and achievement of team leader KPIs
• Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
• Prepared daily Huddle are held.
• Leave/ Absence Management ensuring the required resourcing is available as per SLA
• Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
• Create and drive team motivation.
• Reward & Recognition is part of the operational rigor.
• Incentive programmes are aspirational, structured and well
• communicated as to align to the operational delivery required.
• Encourage a cross functional collaborative way of work.
• Drive a high-performance environment, ensuring the client objectives are achieved consistently.
• HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
• Foster the HW culture which must be visible and aligned to a people centric approach.
• Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders. 

Team/Leader Development

• Coaching/ mentoring is structured and ongoing
• New leader plan is constructed to support the transition of the newly appointed leader.
• Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
• Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
• Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
• Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
• Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
• Team professional Development (CPD, succession, career pathing, etc.)
• Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
• Identify and nurture top talent within the team.
• Create a repository of useful resources / reference material to support coaching or skills-based session.
• Create ongoing learning opportunities, both formal an informal so colleagues are kept up to date

Operational Management (BAU)

• Define operational objectives.
• Agree and deliver key operational metrics
• Prepare and plan to deliver against the agreed business targets.
• Monitoring performance and adapting activities accordingly.
• Execute on financial objectives by translating into operational activities.
• Track performance against forecast and makes operational adjustments in month.
• Departmental wide communication of relevant information is circulated/communicated.
• Define reporting requirements to optimism the performance.
• Record keeping of key information in respect of with business requirements.
• Instate quality control mechanism ensuring the necessary actions are consistency applied.
• Manage all legislative requirements, taking the appropriate action if required
• Process Oversight and monitoring
• Monitoring of department expenses
• Procurement and supplier oversight
• Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment
• Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue
• Promoting good news stories, innovation, successes and learnings within the department and wider organization
• Project Implementation
• Taking the lead from the project manager, execute/support on actions for department specific projects.
• Provide insight into the project plan.
• Improve, influence and secure support for value-add initiatives.
• Connect and collaborate with others in the project team to ensure successful outcome.
• Keep stakeholders well informed with ongoing communication on progress/ setbacks.
• Maintain records of actions and milestone /achievements for your assigned actions

Support the building of a great Client Relationship

• Support the Client Director with maintaining good client interactions
• Work collaboratively with clients through WBR, MBR and QBR.
• Manage internal delivery on client requirements.
• Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
• Prepare adequately for client visits, including ensure all relevant internal teams are well prepared. Maintain good communication and build healthy working relationships with the client.
• Keep the client aware of necessary information by providing regular feedback.
• Build confidence with the client by sharing achievements and challenges ahead of the time.
• Report on continuous improvement within the department.

Change Management

• Identifying change initiatives within the department.
• Partnering with Business on wider organizational change initiatives.
• Drive change initiatives, ensuring it as the desired outcome.
• Management of the communication plan around the change activities specific to the department Monitor the outcome / results closely, addressing challenges as they arise.

Department Reporting

• Work closely with the BI team to build reporting and insights required to manage the operations.
• Ongoing data analytics of existing MI
• Monitor trends to drive the direction and focus on key business levers. Using the insights gathered from the available data to make decisions and recommendations for improvement. Drive data driven continuous improvement initiatives within the department.

 Job Requirements:

• Minimum qualification of Matric/NQF 4
• Relevant tertiary qualification will be advantageous
• Relevant senior operations management experience – Min 3 years
• Proficiency in MS Excel
• BPO industry experience is essential (working international campions advantageous)

go to method of application »

Job Description:

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessionsto maintain consistency in internal evaluations.
• Create/maintain/deliver reports that reflect agent performance.
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

 Essential Skills

• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
• Experience of call monitoring, either as an agent or assessor
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills.
• Brings insight and expertise to meet/exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organised and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast paced environment

Desirable Skills: 

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff

go to method of application »

Job Description:

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessionsto maintain consistency in internal evaluations.
• Create/maintain/deliver reports that reflect agent performance.
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

 Essential Skills

• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
• Experience of call monitoring, either as an agent or assessor
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills.
• Brings insight and expertise to meet/exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organised and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast paced environment

Desirable Skills: 

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff

go to method of application »

 Job Description

This is a multi-faceted role covering the following activities:

• Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clients
• Creating and supplying client and management reporting and insight
• Responsible for quality scores and risk management in line with Client and regulatory targets
• Presentation of results at weekly and monthly client business reviews
• Responsible for the oversight of customer remediation exercises where required
• Direct client point of contact for all QA, compliance, complaints, and insight requests
• Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available.
• Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader
• Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans
• Working alongside the Training Manager to instil a quality centric culture from employee early life.

 Essential skills

• Excellent verbal and written communication skills with the ability to report to a senior audience.
• Strong presentations skills for a target audience of senior managers and direct client feedback.
• Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements.
• Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint.
• Ability to analyse data, highlighting trends and developing remediation plans where required.
• Ability to manage a team of cross-skilled employees working across a variety of workstreams.

 Required experience

• A background in quality assurance, compliance, risk management or other process-driven environments is required.
• Minimum of one years’ relevant outsourcing industry experience.
• Minimum of one years’ experience in people management
• Minimum of one years’ experience of written and verbal communication at Senior Stakeholder Level and Client.

go to method of application »

Job Responsibilities:

• Tailor and deliver a wide range of impactful communication services, including strategic planning and stakeholder engagement which are aligned and are consistent with Huntswood’s brand.
• Drive awareness and penetration rates of the communication platforms currently used, building opportunities for future development of the communications strategy to support colleagues day in day out utilising key messages which help to deliver their roles seamlessly.
• Responsible for crafting statements and key messages required at short notice and aligned to internal incident response team requirements.
• Manage a small team of communication and content leads, to deliver an outstanding service to our UK and SA Operational teams.

Job Requirements:

• National Senior Certificate-Grade 12
• Tertiary qualification in Marketing or similar field
• Minimum 2 year experience within a BPO change role
• Minimum 1 year experience within a management role
• Extensive experience of communicating across multiple channels and geographies.

go to method of application »

Job Responsibilities:

• Providing excellent customer service, with customers issue being resolved first time around.
• Use your expert knowledge and brilliant communication skills to resolve a range of customer issues and queries.
• Build rapport with customers, get to know their individual needs and put their interests first.
• Excellent time management skills
• Convert incoming customer service calls into sales.
• Explain to customers the offer and the product benefits.
• Conduct needs analysis, understanding the client’s requirements so you able to offer the customer the best product for them.
• Building great rapport with your clients, to ensure there is a trust level built.
• Act as a brand ambassador of our client

Job Required Requirements:

• Grade 12 or a NQF 4 Equivalent
• Outbound/ Inbound sales experience (local / international)
• Minimum 6 months sales + 6 months customer service
• Recent 1-year unbroken tenure
• Resides within a 30 KM radius from the office.