Overall Purpose of the job:
The successful incumbent will be responsible to assist with processing and maintaining all administrative duties to ensure optimal operational functioning within the customer service department.
Minimum qualifications and experience:
- Matric
- A minimum of 2 years customer service experience
- At least 2 years administration experience within a client-centric environment
- Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
- Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)
Main duties & Responsibilities:
Workforce
- Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
- Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
- Monitors adherence to schedule in line with operational processes
- Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
- Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
- Optimizes headcount requirements to reduce cost without impacting operational delivery
- Analyses schedule and makes recommendations for improvement, including impact on budget
- Real time monitoring
- Workforce supervisor application software training.
Reporting
- Consolidate and analyse management reports
- Extract and report on consultants daily, weekly and monthly performance
- Data analysis and outline key department challenges
- Monitor and report on system inefficiencies
- Track and report system downtime
Systems and processes
- Identify procedural issues that affect operational efficiency
- Log requirements with respective developers to ensure issues is addressed
- Document system change requirements in line with management need
- Support other role players within the division to ensure that standard operating procedures remain up to date and relevant
People
- Create new user access
- Creating new campaigns
- Manage teams access levels
- Department leave planning with supervisors
Behavioural Competencies
- Team player
- Drive for results
- Action orientated
- Organising
- Planning
- Time Management
- Excellent communication skills (verbal and written)
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.