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Call Center Agent - Outbound

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2 years ago2980 views

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General Details

Location:

Johannesburg CBD, Johannesburg

Advertised By:Agency

Company Name:CallForce

Job Type:Contract

Description

US based client is looking for dynamic outbound agents on a night shift in Sunninghill.

Successful candidates will receive full product and systems training.

Responsibilities and expectations (not limited to):

Read from a scripted pitch
Transfer warm leads to USA agents
Meet and exceed hourly/daily/weekly transfer target.
Meet exceed Quality Assurance standards.

Desired Requirements, Experience and Qualifications

Matric
Awareness of medical terms and disciplines
Outbound experience required
Excellent verbal communication skills
Neutral accent
Computer literate
Own transport (advantageous not essential)

Competencies

Objection handling
Good command of the English language
Ability to hold a conversation and think on your feet

Salary:

Paid per productive hours
Shift allowance (Shift between 4pm and 4am only)
Travel allowance
Performance incentives.

Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.

https://www.ditto.jobs/job/gumtree/3050698397?source=gumtree

Id Subtitle 1077264222

CallForce

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The main purpose of the role is to Execute and manage dialer strategy for defined verticals/multiple teams to ensure campaigns are penetrated optimally to meet new vertical strategy and client scorecard parameters. Ensure individual attainment of minimum (defined) dialer performance contribution to required vertical and/or principal portfolio/s Minimum requirements: (Qualifications and Experience) Grade 12Proficient in MS OfficeProficient in MS PowerPointRelevant Tertiary qualification (added advantage)Numerically orientatedAdvanced proficiency level with Microsoft ExcelBasic statistics knowledgeNobel University Job description: Keep dialer downtime to a minimum and ensure any issues are communicated to IT & General Management immediately.Create a dashboard of unique campaign performance metrics, set performance benchmarks/thresholds and monitor and report back on outcomes.Manage dialer functionality including blended, inbound and outbound campaigns.Deliver effective dialing strategies to enhance the success of multiple outbound campaigns.Monitoring the team and agent performance through blended/dialer system and maintain maximum productivity with minimum idle time.Daily performance reporting delivered to the operation.Optimize call abandon rate.Oversee average call duration and identify anomalies for further investigation and review.Providing analysis to the Operations Leadership help increase performance and productivity across the floor.Present, explain and gain support for changes to the dialer strategies or processes based on analysis.Analyze data files and best dialing times to keep the operation as productive as possible.Constant monitoring of agent activity to ensure maximum productivity is achieved.Pacing strategy utilized for campaigns where necessary.Maintenance of dialer templates and provision of these to the business where necessary.Proactive dialer feedback to Team Managers to provide an accurate picture of dialer activity.Continually analyze campaign and agent performance to identify opportunities to increase contact rates and subsequent rpc’s.Meet deadlines for reporting and that the reports are accurate and presented to highest standards. Required work minimum experience; 3 years previous Dialer knowledge or 3 years Risk (Campaign) knowledge Technical and behavioral competencies required: Technical: Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide campaign insights to validate vertical strategy.https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNjg0MTgzNzQzP3NvdXJjZT1ndW10cmVl&jid=1301606&xid=3684183743

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JOB PURPOSETo create models, arrangements and drawings according to standards using the relevant computer software.JOB FUNCTIONGenerate models and drawingsDetailed design drawings and specifications are developed using CAD equipmentProposal/costing drawings have no errors and parametrics are used for automationsUniform standards are set for design/drawings and are managed accordinglyMathematical formulae are computed to develop and design detailed specificationsDesigns are modified and revised to correct operating deficiencies or to reduce production problemsSpecifications, sketches, drawings, ideas and related data are reviewed and analysed to assess factors affecting component designs and the procedures/instructions to be followed CalculationsDesign calculations are completed to ensure soundness of the design and custom designs are drawn up to suit customer applicationsAdministrationBill of Materials is produced for each design and drawing register database is maintained according to company requirementsEngineering standards are documented, controlled and used in such a way that activities are executed professionallyAdministrative systems are set up, maintained and improved for the relevant production divisions activitiesPDA is loaded and works order is created in JDE and updated as required (in areas where this is applicable) ComplianceProcedures, design specifications, ISO standards, quality and safety standards are adhered to and integrated into designCustomer Liaison/Team SupportConsultation with colleagues/customers regarding design, layout or detail components and systems to resolve design or other related problemsCustomer Representatives are conferred with to review schematics and answer questions pertaining to installation of systemsInitial installation of designs is supervised when required in order to ensure all customer and internal design requirements are metProvides on the job coaching for junior staff, technical support and leads projects as requiredQUALIFICATION & REQUIREMENTSN6 Mechanical Engineering, Draughting Diploma would be advantageousAutoCAD 2D & 3D, Inventor 3D modelling; iParts & iLogic AdvantageousAt least 5 years applicable product design experience in an OEM/Manufacturing environment and some structural design experience within the mineral processing industryDrivers Licence is required and willing to travel outside SA borders if requiredVault or any other data management systemProficient in Microsoft Office Suite (MS Word, Excel and Outlook)Attention to detail, innovative, quality orientated, customer focus, good communication, planning and organising skills.Experience - designed mechanical experience not just traced or copied over drawings. https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xOTA1NjE0NTczP3NvdXJjZT1ndW10cmVl&jid=1618772&xid=1905614573

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The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily, Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously. Areas of Responsibilities Timeous Reponses to Queries: Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilities. Record Keeping/Filing: Record/track complaints and determinations received from the PFA, FSCA and other sources.Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities. Reporting: Controlling the outcome of PFA determinations issued and ensuring adherence.Provide a weekly report/update of all complaints to Management.Provide monthly reports for the relevant stakeholders.Be able to deal with Board of Trustees and other stakeholder enquiries. Time and Quality Management Meet production standards in terms of quality and quantity.Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements. KPI : Investigation of Pension Funds Adjudicator (PFA) complaints Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.Draft eight responses per day, forty per week and one hundred and sixty per month.Timeous implementation of OPFA determinations.Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.Attend to PFA queries relating to responses/Attorney and member queries. Record keeping: Recording of new complaints and determinations for reporting purposes to EXCO and relevan... https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDMzMzUyNzQzP3NvdXJjZT1ndW10cmVl&jid=1480299&xid=1433352743

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