Key Responsibilities:

Ensuring that the daily, weekly, and monthly productivity targets are met according to the department’s SLA Measure adherence to compliance by ensuring fair and minimal variance against the relevant legislation Ensure reports and trends are compiled accurately in line with the specific portfolio Provide feedback on quality-related issues and training needs to the relevant stakeholders Conduct monthly QA communication and calibration sessions with operational stakeholders Identify opportunities and provide recommendations for quality and business process improvements Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standards Apply coaching for performance principles in all operational interactions Execute business coaching principles diligently and effectively in line with EX and CX standards 

 

Qualifications and Experience:

1 year experience in a contact centre environment Working experience with voice logging systems Intermediate to advanced MS Excel skills Excellent written and communication skills Strong numerical and analytical skills To be able to gather data and align reporting requirements To analyse data and tell a story through reporting Ensure data accuracy and quality in reports To be able to highlight translated data into actionable insights Business Coaching experience advantageous

 

 Skills: 

Ability to work independently and work well in a team  Be a leader of self and others and manage tasks with diligence and integrity Identify risk and highlight it to the business Effectively persuade and influence relevant stakeholders Excellent attention to detail, planning, and problem-solving skills

 

Behaviours: 

Conveys information and communicates ideas in a clear, concise, and impactful manner Understands, anticipates, and meets the needs and expectations of customers Takes accountability and ensures others are held to account on agreed upon performance targets Interprets and simplifies complex and contradictory information when resolving organisational problems

 

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

 

Closing date for applications: 24 May 2024

If you have not had a response from us within 5 working days after the closing date, please consider your application unsuccessful.