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Assistant Manager | Team Lead - International BPO
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1 year ago2185 views
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General Details
Description
Drive overall performance and manage Utilities & Insurance voice processes within Sales & Service. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.
- Customer Satisfaction - as per agreed Key Success Factors.
- Process performance – as per agreed KSFs.
- Attrition - as per agreed KSFs.
- Quality and productivity Improvement
- Level of subject matter expertise – To be able to support team queries
- Any other essential function that may occur from time to time as directed by the Supervisor.
Responsibility:
- Manage teams and ensure customer satisfaction, quality and productivity targets are met
- Motivate team members and control attrition
- Complaint and escalation management
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Client Interaction, where required – Daily/Weekly/Monthly
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like GI/Internal Audit
- Effectively manage queue and balancing of work loads
Competencies & Skills:
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Clear written and verbal communication
- Effective operations management
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
Education Requirements:
- Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
- Minimum 3 years of work experience in Business Process Off-shoring.
- Should have at least one year of supervisory experience in international Voice business, preferably in the Utilities & Gas or Insurance industry.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS82NTMxMzg0OTE/c291cmNlPWd1bXRyZWU=&jid=1295977&xid=653138491
Id Subtitle 1121424836
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ABC Worldwide
Selling for 2+ years
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Basic Function
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, ProfitabilityEnsure all migrations are managed seamlesslyMap peer levels across client organization and establish peer level relationships within the client organizationEstablishing operational performance goalsWork with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunitiesPut control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
Formulation and execution of capacity and staffing plans based on medium term business forecastNegotiating and finalizing SLA’s with the Client - contract negotiationImplementing revenue and cost plansEstablishing a review/ reporting mechanism with the ClientDeveloping and approving incentive plansIdentify and champion black belt improvement projectsReview the progress of attrition action plans and check effectivenessProvide leadership to team of Managers, Asst. Managers and ExecutivesEnsure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
Client satisfaction (15%)Revenue and costs (40%)Process Improvement (10%)Employee satisfaction (10%)Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
Inbound call center experience is essential. Some level of experience in Back-office transaction processing preferred L&A Insurance, preferably US.
Work Experience Requirements
Minimum 8 years’ work experience; preferably from BPO background preferably insurance
Should have managed Teams for at least 3 years
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The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role
Team leadership and managementGuide agents by demonstrating exceptional customer satisfactionGuide, coach and Determine training needs for staff.Communicate job expectations to AgentsHarness agent’s potential to perform optimallyTailor recommendations to improve Consultants on reaching their targets.Monitor attendance, punctuality and leave of personnelKeep to date and abreast of industry trends industry trendsManage requests/escalations between different business units to solidify resolution outcomesReport on a regular basis on statistics, data, ratios, attrition, and terminationsExamine and indicate areas of improvement for systems, policies and processes used and propose solutionsFrequent monitoring of metrics, data and reporting on operational statusManage quality assuranceOversee the overtime process and monitor different shifts that are in place
RequirementsCompleted MatricA minimum of 3 years outbound management experience
CompetenciesStrong ability to manage a sales teamStrong ability to empathise with customerStrong problem-solving skillsAbility to resolve escalated customer issuesDrive SalesAbility to multi-task
https://www.ditto.jobs/job/gumtree/2122193864?source=gumtree
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Our client based in Cape Town is seeking to employ a Registered Nurse Clinical Facilitator to work in their private hospital.
The successful candidate will be responsible for the facilitation of teaching and learning in the hospital. They will be required to teach up-to-date Theory and clinical nursing best practice to the relevant staff in the hospital as well as to establish partnerships between the hospital clinical teams and the education teams to ensure continuous development and improvement of theoretical and clinical nursing skills, nursing standards and general nursing care.
To apply for the opportunity the following minimum requirements must be met:
Candidate must be a Registered Nurse , registered with SANC. Candidate must have a General Nurse qualification Candidate must have Post Basic qualification in Nursing EducationMinimum of 2years experience
Salary: Between R35000.00 and R38000.00 Basic monthly salary
Interested candidates are requested to e-mail a detailed CV to ( Vacancy @ letslink. co. za ) or to contact Gary on +27(0)110261907
Please view our website: LetsLink . co . za
By applying for this position and providing us with your CV and other personal information, you are consenting to the information being used for the specific purpose for which it was provided, which is recruitment purposes and possible appointment purposes (Should you be successful). Please note that your information will be processed for recruitment purposes only or for such purposes relating to assessing the establishment of the employment relationship with yourself, and this will be done in accordance with the applicable data protection and privacy legislation. We confirm that such information will not be used for any other purpose without your prior consent.
If your application is not successful, we retain your CV and other information provided for a period of 24 months after which it will be destroyed in a secure manner. If you object to your information being used in accordance with the
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Our client is a successful Fintech located in the Northern Suburbs of Cape Town, that has grown by implementing new ideas and equipment in the payment processing industry to enrich payment solutions with automation and great tech.
An intelligent, strong, tech savvy, outcomes focused Senior Software Developer professional is required. Who has willingness to learn and adapt to new challenges in a fast-paced growing company, to start as soon as possible.
Primary competencies:
7+ years’ experience as a Software Developer / Senior Software Developer.College or University degree in Computer Science or a related discipline.Proficient with PH.0P, Laravel and JavaScript.The ideal candidate will be an IT professional with excellent interpersonal and communication skills (both written and verbal).The candidate needs a proven track record as a Senior Software Developer.The position is part of an agile development team, building and working on enterprise payment grade software systems on top of a PHP Laravel and VUE.js development stack.A hybrid working environment is embraced, allowing the team members to work both on-site and remotely. As a result, proficiency in virtual team management and the ability to manage deliverables in a virtual setting are essential requirements for this position.
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