Vacant Jobs at Ignition Group

Description

 HR Strategic Alignment

• Participate in the provision of HR policy and procedure guidance and coaching.
• Execute HR projects across the company within specific timeframes.
• Act as a consultative business partner to the assigned stakeholder group by advising them of trends in HR practices, the labour market and general developments that could impact on the human resources in the area of responsibility.
• Participate in the design transformation and change programmes.
• Contribute to the development of progressive HR policies, processes and plans to drive continuous engagement and embed a performance culture across the organisation.
• Support the provision of strategic advice and ongoing support on employee relations issues, dispute resolution and industrial advocacy including managing escalated or complex cases.
• Design effective employee relations, retention, and rewards programs.
• Understanding the organization's goals and strategies to align HR initiatives accordingly.
• Implement strategies relating to the recruitment, development, engagement and provide general HR support of employees in the area of responsibility and/or stakeholder group.
• Deal with employee relations issues within the assigned business unit.

Stakeholder Engagement

• Contribute to the provision of HR related advise across the generalist range of the role.
• Implement the company’s people plans by working closely with internal stakeholders to develop a culture of responsibility and accountability for front line human resources management and embed a performance culture.
• Analyse complex trends and metrics in partnership with the relevant stakeholders to develop solutions, programs and policies.
• Working across multiple teams to ensure HR practices support their specific objectives.
• Work with the talent acquisition team to ensure the execution of the full recruitment cycle plans and talent sourcing strategies.
• Partner with the relevant stakeholders to support and execute HR initiatives for all aspects of human resources. 

Continuous Improvement and Risk Management

• Identify opportunities to streamline HR processes and improve efficiency.
• Identify and address potential HR risks to protect the organization from legal and reputational harm.
• Ensure compliance with all relevant HR legislation

Requirements

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
• Excellent knowledge of multiple human resource disciplines, including compensation practices, organisational diagnosis, employee and union relations, diversity, performance management, and relevant employment laws
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
• Maintains a clear and detailed knowledge of the industry trends, best practices, and labour legislation.
• Excellent ability to develop HR policies and procedures that meet company needs.
• Excellent ability to work effectively and maintain resilience in a changing environment.
• Excellent relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders

Education and training:

• Bachelor’s degree in HR Management or similar qualification
• Advanced degree in HR Management or similar qualification advantageous
• Human Resources Professional certification

Experience:

• At least 7 years’ experience in a similar role.
• Excellent experience delivering and implementing innovative HR solutions that meet company needs
• Excellent experience with operational and strategic HR service delivery
• Excellent experience implementing workforce plans that reflect organisational/departmental need
• Proficient in HR technologies including experience in HRIS, and E-recruitment systems
• Excellent experience with HR metrics
• Excellent experience leading and delivering complex people projects and initiatives with specific deadlines

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The detail:

• Developing Quality Assurance (QA) Processes: The quality manager establishes and maintains QA processes specific to call center operations. This includes defining quality metrics, such as call handling time, first call resolution rate, customer satisfaction scores, and adherence to scripts or protocols.
• Implementing Quality Monitoring Programs: They design and implement programs to monitor the quality of customer interactions, such as phone calls, emails, and live chats. This involves listening to recorded calls, reviewing written communications, and assessing agent performance against established criteria.
• Providing Feedback and Coaching: Quality managers provide constructive feedback to call center agents based on their performance evaluations. They offer coaching and training to help agents improve their communication skills, product knowledge, and problem-solving abilities.
• Analyzing Performance Data: They analyze performance data to identify trends, patterns, and areas for improvement. This may involve tracking key performance indicators (KPIs) related to call volume, call resolution times, customer satisfaction scores, and agent productivity.
• Identifying Process Improvements: Quality managers work closely with call center supervisors and operations teams to identify opportunities for process improvements. They recommend changes to workflows, scripts, or procedures to enhance efficiency, accuracy, and customer satisfaction.
• Ensuring Compliance: They ensure that call center operations comply with industry regulations, company policies, and quality standards. This includes adhering to data protection laws, maintaining customer confidentiality, and following best practices for customer service.
• Conducting Quality Audits: Quality managers conduct regular audits of call center operations to assess compliance with quality standards and identify areas of non-compliance. They may also perform random sampling of customer interactions to evaluate agent performance.
• Collaborating with Stakeholders: They collaborate with stakeholders across the organization, including customer service managers, training teams, IT departments, and senior leadership, to drive continuous improvement initiatives and address quality-related issues.
• KPIs: Driving both business and partner kpis to ensure that performance is measured which provides tangible results.
• Client Engagement: Ensuring there is constant communication and transparency in terms of Quality performance. This would also include presenting at MBRs and completion of Executive feedback.
• Reporting and Documentation: Quality managers maintain detailed records of quality assessments, feedback, coaching sessions, and performance metrics. They prepare reports and presentations to communicate findings, trends, and recommendations to management.

Requirements

• Intermediate computer skills (advanced excel, word, e-mail, power point)
• Contact center industry experience.
• Able to communicate with senior and executive management.
• Able to communicate clearly and provide transparency to all stakeholders both internally and externally.
• Business Acumen
• Experienced in the fields of Quality
• Must have excellent interpersonal, verbal, and written communication skills (previous coaching, training experience is a plus)
• Must demonstrate excellent attention to detail, accuracy, and organizational skills.
• Accustomed to tight deadlines and able to multi-task
• High degree of integrity
• Excellent Listening skills
• Excellent command of spoken and written home language (Zulu/ /Afrikaans a bonus)
• Ability to simplify and communicate problems identified, when recognized.
• Ability to apply logic to arrive at conclusions when collating insight on investigations, and proactively engage on solutions.
• Ability to manage teams for the department up to 150+
• Financial and Commercial Finance knowledge advantageous (EDBITA, NPV, ROI)
• Being able to Multitask
• Being able to resolve conflict either within a department or in affiliated partner departments.
• Having a Yes and Can Do attitude. Financial Services knowledge advantageous

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The Detail:

• The Workforce Manager will play a pivotal role in driving our contact centre operations forward, ensuring that a high level of productivity is continuously maintained by effectively delivering real-time (intra-day) management.
• The successful candidate will demonstrate a strong understanding of how planning and forecasting staffing requirements contribute to optimal schedules and real-time (intra-day) management to support our growing contact centre operations teams.
• We operate both domestically and internationally.

Requirements

Educational and Professional Body Requirements:

• Matric
• Contact Centre qualification will be an advantage

Experience:

• Minimum of 5 years' experience in a Contact Centre Workforce Management position.
• Proven experience managing Contact Centre Workforce teams.
• Experience in a customer service, campaign, claims, retentions and/or sales contact centre environment required.
• Demonstrable experience working with the MS office suite, including MS excel and MS word.