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POSITION SUMMARY
The DGM is the overall in charge of the Call Centre Operations that support the internal and external clients on a day-to-day basis. The DGM is the first Line management. Directly responsible for 400-1000 FTE’S depending on process requirements. Responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork. Responsible to manage all the business function in association with all Internal and External stakeholders.
Meet customers’ expectations by planning and implementing call centre strategies and operations, improving systems and processes and Managing Call Centre staffs.
Experience preferably in Inbound & Outbound onshoring operations.
DUTIES & RESPONSIBILITIES
Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviewsDevelops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementationsMaintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgradesAccomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actionsPrepares call centre performance reports by collecting, analysing, and summarizing data and trendsMaintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgradesMaintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional soci...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNjM1MzQyNzY3P3NvdXJjZT1ndW10cmVl&jid=1163879&xid=2635342767
2d
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Based in RandburgShifts between 07:00 am- 20:00 pmWorking from Monday to Monday including public holidays- 45 hours week schedule  OVERALL PURPOSE OF JOB:Process customer service and technical service enquiries through inbound calls and provide end-to-end service.Main Responsibilities will include but will not be limited to :Must be able to communicate with customers professionally and articulately.Must be able to present benefits/opportunities of the sales or service in an effective manner.Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers.Exercise appropriate soft skills when dealing with difficult customers.Ensure correct listening skills and probing techniques are used to establish relevant information.Be able to effectively communicate with the team leader and team members.To ensure that every day query is logged accordingly.Ensure that customers are informed as to the progress of queries logged but not resolved.Ensure that the customers are called and the resolution is confirmed before queries are closed.Ensure that progress of every query logged is monitor KNOWLEDGE AND SKILLS:Good communication skills verbally and written in English.Must be able to display proven computer literacyAble to work under pressureGoal drivenAbility to work with little supervisionContact Centre skills trainingCall handling skillsTelephone etiquette skillsUnderstanding of website navigation functionalities, technology savvy6 months experience in an Outbound sales Contact Centre environment;Credit Collections Experience requiredEDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:Grade 12At least 2 years’ relevant experience, preferably in sales / financial industry / Retail industry .Credit Collections Skill an advantage  MUST HAVE GRADE 12!!!!Willing to work shifts (ranging from 07h00am to 20h00pm)
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzE4MDI2N19fNDk3P3V0bV9zb3VyY2U9Z3VtdHJlZSZ1dG1fbWVkaXVtPWZlZWQma2V5d29yZD0=&jid=1783879&xid=1108_180267
2d
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Responsibilities:vThe Acquisitions agent is responsible for sales and lead conversion targets.vMarketing of the product to both existing and new customers.vScheduling fitments of tracking units.vFollow up on outstanding leads and/or queries.vHandle inbound and make outbound calls according to campaigns.vDemonstrate excellent knowledge of product, service offerings and systems.vNegotiate and make relevant product and service adjustments in line with customer needs, product pricing and sales strategy.vDealing with customer queries and complaints in a competent, efficient and professional manner, in accordance to the companies quality standards and values.vSelling of value added services.vProvide constant feedback to intermediaries, management and other departments regarding status of leads.vEnsure quality benchmarks are achieved.vManage time and workloads to ensure that deadlines and targets are met.vAlign own behaviour with the companies culture and values.vEnsure achievement of own performance requirements.Skills and Competencies:vSelling skills (objection handling & negotiation).vCustomer centric.vAttention to detail.vDeadline and results driven.vInitiative.vTeamwork.vJudgment/Problem solving.vTolerance for stress.vInterpersonal and communication skills.vInfluencing.Job Requirements:vMinimum Matric qualification.vPrevious call centre experience in a sales environment is essential.vRE 5 & 120 FAIS credits is a requirement.vMS Office knowledge (Basic or Intermediate Excel).
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzYyMzM0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1144736&xid=1109_62334
2y
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The Role: OVERALL PURPOSE OF JOB: The position of the Team Leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Bytes People Solutions customer goals and objectives. The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the BPS Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 13 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyTotal performance management, monitoring and driving team targetsAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyProvide coaching and feedback to agents weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basisAssist in agent career developmentResolve daily queriesCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryAssess and identify training needsPromote service deliveryEscalate and manage customer queries as requiredCoach staff on BTG/BPS policies and proceduresCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisDevelop and gain approval of and execution of all deliverablesDevelop, contribute to and maintain the team and Contact Centreâ??s outputs and KPIâ??sStrong internal and external relationship buildingRepresent the customer to the rest of the business â?? Customer AdvocateExcellent communication both oral and writtenEnsure escalations processes are maintained and implementation of new processes with team buy inBe proactive with own development using available learning resources on a daily basis. Skills and Experience: KNOWLEDGE AND SKILLS: Proficiency in MS OfficeGood interpersonal conflict resolution skillsGood team leadership and people management skillsEDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY : Grade 12 / MatricPrevious Team leader experience within a Contact Centre environment / experience in a Technical Support environment will be advantageousGood performance management experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYzODgwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1225390&xid=1108_63880
2y
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Job descriptionRequirements § Matric is compulsory§ Strong communication skills§ Presentable§ Clear criminal recordDuties and Responsibilities Answering phones from customers professionally and responding to customer inquiries and complaintsResearching required information using available resourcesHandling and resolving customer complaints regarding product sales to customer service problemsProviding customers with the organization’s service and product informationProcessing forms, orders, and applications requested by the customersIdentifying, escalating priority issues and reporting to the high-level managementFollowing up complicated customer calls where requiredObtaining and evaluating all relevant data to handle complaints and inquiriesRecording details of comments, inquiries, complaints, and actions takenManaging administration, communicating and coordinating with internal departmentsTechnical expert in related computer applicationsAble to maintain customer confidentialityAct as liaison between the company and its internal and external current and potential customersAccept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behaviorManagement of inbound and outbound customer interactions at a timely mannerFollow communication “scripts” when handling different topicsIdentify customer needs, clarify information, research every issue and provide solutions and or alternativesUpdate existing customer informationIdentify and escalate priority issuesSeize opportunities up to sell products when they ariseBuild sustainable relationships and engage customers by going the extra mileKeep records of all conversations in our call center database in a comprehensible wayUpdates job knowledge by studying new product descriptions, participating in internal and external educational opportunitiesMeet personal / team qualitive targetsAdhere to standard guidelines, recommending improved procedures
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc1NDg1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1193021&xid=1109_75485
2y
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Contact Centre Manager (JB1538)Woodmead, Sandton Market Related Aligned to the Institutions vision and strategy to deliver an end-to-end seamless customer service to our student body, the Contact Centre Manager provides operational, technical and administrative management and leadership and is accountable for the management of all customer services associated tasks. This includes the management and support of the contact center in implementing and achieving set input and output standards, accountability for the contact centers performance through the monitoring of service quality, and the coaching of team leaders and contact CENTRE agents.Educational Requirements: Degree/Diploma in Contact Centre Management6-10 years contact center experienceAt least 5 years contact CENTRE experience in a senior management roleMain Purpose: To set up a fully operational contact center, implement telephony systems effectively. Motivating team managers and call CENTRE agents to achieve daily, weekly and monthly targets.Meeting call center targets set by management for both inbound and outbound activities.Reviewing and assessing results of quality and compliance and implementing the necessary action plans.Identify problem areas within our service delivery portal and setting process and practice that provide resolutionConducting of real time monitoring.Ensuring the continuous application of PIP processesManaging of employees performance driven targetsPlanning, organizing and controlling the contact CENTRE team according to dialer efficiencies (work force management for contact centers (WFM) adherence)Creating a highly productive work environment recognizing contribution, retention, attendance and rewardAnalysis and reporting of performance and strategy implementation in a clear and concise manner to all business stakeholdersKey Performance areas: Management of contact CENTRE deliveryQuality and compliance managementPerformance managementPeople ManagementReporting
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzcxMTk4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1260064&xid=1108_71198
2y
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DNR Assist is a leading Roadside assistance & call center, established in 2005. We Specialize in Top Quality call center services – Inbound and outbound providing innovation and technologies solutions, With a reliable call center analytics and reporting, workforce management, call accounting tools, and moreOur Auto & Recovery department specializes in light, medium and heavy towing, recovery, transport, and roadside assistance servicesRequirements:Strong
phone and verbal communication skills along with active listeningCustomer
focus and adaptability to different personality typesAbility
to multi-task, set priorities and manage time effectivelyMatric
Certificate- NQF Level 4Must
be located around Johannesburg north or close to RandburgAge
20-30 years
All applications to be sent to roadside@dnrauto.co.za
12d
1
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We are looking for a Call Centre Representatives to handle calls from customers and provide support to them in any way possible, You will be required to work in a time-bound environment and ensure that customer service is provided to its best quality. Responsibilities. Handle many inbound and outbound calls to customers and clients. Identify the needs of customers, resolve issues and provide solutions. Maintain good customer relations Meet personal targets and work towards meeting team targets. Requirements / Qualification Grade 11 &12 NO EXPERIENCE WILL BE NEEDED AS WE PROVIDE TRAINING
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc0MTU0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1189241&xid=1109_74154
2y
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Job Brief
An
initial 3-months limited duration contract. Could be extended, based on the
impact of the candidate.
To
offer support to customers who have questions, concerns, problems, or who want
to purchase a product or service. As a Sales and Customer Services Agent,
you know how to identify the needs of customers and resolve problems. You are
always professional, courteous, and polite even in stressful circumstances.
Responsibilities
– Primary accountability not limited to:
·
Communicate with current and potential clients via
telephone, email, online chat, or social media.
·
Listen attentively to questions and concerns and respond
promptly with a resolution according to company guidelines.
·
Maintain a courteous and calm manner at all times to
de-escalate stressful situations.
·
Document personal information to create, update, or adjust
customer accounts.
·
Prepare call-related information for purposes of reporting.
·
Provide and respond to feedback about any aspect of the job
or its duties.
·
Suggest products and services to clients based on their
requests and needs.
·
Answer inbound calls or generate outbound calls, log
tickets, and follow up on orders.
Requirements
·
1-2 years working experience in call centre or as a customer
service agent.
·
Proficiency with basic computer applications (MS Windows,
Word, Excel)
·
Excellent verbal and written communication skills
·
Ability to remain calm and composed in a fast-paced,
high-pressure environment.
·
Good empathy and listening skills to de-escalate situations
and identify the underlying issues of a problem.
·
Familiarity with (____) dialling systems.
·
Own transport advantageous.
Salary
·
Market
related.Please send us your CV to info@realbroadbandsolutions.co.za to apply.
20d
We are seeking experienced Debt Collections Agents to join our team, as aDebt Collections Agent, you will be responsible for managing and collectingoutstanding debts from our clients. Ideal candidates should have previousexperience in bank and municipality debt collections.**Responsibilities:**· A minimum of 1 year working experience within an inbound / outbound debtcollections environment· proven track record,Credit and clear criminal recordGrade 12 qualifiedExcalibur 4Strong communication skillsTarget drivenHigh level of integrityBasic / intermediate computer skillsStrong work ethicSelf-motivatedAble to work under pressureNo absenteeism or misconduct issuesKey Performance areasTo negotiate with arrears account customers to maximise debt recovery and profitabilityEnsure that allocated debt collection targets are achievedUse effective communication and negotiation to ensure successful commitments to pay (PTP- Promise to pay)Follow up daily on progress of the PTP's and the respective statuses to optimise debt collectionsBasic Salary PLUS excellent commission structureShould you meet the abovementioned criteria and would like to apply for this position, please forward and updated cv and motivational letter, indicating the position you are applying for, to our HR Department via email : Queries@mkrsolutions.co.za
1mo
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