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Our client, a call centre located in Randburg, Johannesburg, are looking to employ Team Leaders who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm).
Minimum Requirements
Grade 12Must be bilingual (verbal and written) in English and one of the following languages:
DutchDanishSwedishNorwegian
Previous Inbound Contact Centre experience or,Previous Team Leader / Supervisory experience in a service environmentPrevious international contact centre experience will be advantageousFully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)Availability to work shifts (International Call Centre)
Operations Management and Continuous Improvement
Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthlyEffective resource planning by managing work attendance and leaveEnsure all contact channel services levels are metSet key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations headAnticipate escalations and take over requests when neededConduct root cause analysis on all detractorsEnsure escalations processes are maintained and implementation of new processes with team buy inAssign and monitor the productivity and quality of interactions performed by the teamEnsure all work delivered to clients are conducted with a high level of integrityDrive all day-to-day operational activities through to successful completionEnsure all team members are responding to customer concerns in a timely and efficient mannerMonitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handlingReview and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement
People and Performance Management
Manage the development, performance, capability and capacity of the employeesEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)Enhance staff morale & motivation through reward and recognitionDetermine training needs and identify coaching opportunities to develop knowledge, skills and behaviours in the teamMentor new hiresDemonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targetsOffer guidance and support to all team members to mini...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80MjIzNDcwNjAzP3NvdXJjZT1ndW10cmVl&jid=579950&xid=4223470603
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Vision
To establish a world-class direct financial service business that seeks to:
offer its customers excellent service, superior value products, and fair treatment always;generate superior return on investment for shareholders;be the employer of choice; andbe a good corporate citizen and play a meaningful role in the transformation of the Financial Services industry
OUTPUTS / CORE TASKS
Selling life insurance telephonicallyAchievement of sales targets and objectivesAdherence to Quality and Compliance processes to minimize business riskManage your quality & compliance against benchmarks to minimize business risk, with the client in mindMaintain optimal operational efficiencies based on productivity measuresAdapt and change to fit in with changing business operational requirementsSales objection handlingBuild and maintain good client relationshipsKeep abreast of developments and trends in the Industry – self learningEnsure commitment to the FAIS Fit & Proper qualification requirements
REQUIREMENTS
Qualifications & Experience
Grade 12 qualificationAt least 2 years’ experience within a Sales Outbound Call Centre (with targets attached to the sales)Financial services experience (advantageous)RE Exam Advantageous30 FAIS Credits – Advantageous
Knowledge & Skills
Good understanding of Financial Services Industry related legislation and regulationUnderstanding of sales processes and servicing industryOutbound Sales experience is requiredFluency in English and one other South African official languageA clear criminal and credit recordCommitment to the FAIS Act and meeting Fit & Proper qualification requirementsWillingness to work overtime in order to achieve targets
Personal Qualities
Selling skillsComputer literacyCommunicationPlanning and organizingBuilding and maintaining relationshipsTreating Customers FairlyInitiativeResults Driven/Achievement orientatedContinuous learningTenacitySales processObjection handling skillsTeam orientatedAbility to receive and implement coaching
Should you meet all the requirements and wish to apply, please send your latest CV and motivation to carla@abcworldwide.com
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80MTMwNTU2MDU/c291cmNlPWd1bXRyZWU=&jid=1152710&xid=413055605
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IT Operations Lead / Manager:
We are looking for an IT Manager to be responsible and accountable for the smooth running of our computer systems within the limits of requirements, specifications, costs and timelines. You will supervise the implementation and maintenance of our company’s computing needs in our sites in Johannesburg, Durban, Cape Town and Gqeberha.
The successful candidate must have a proven professional experience and a detailed knowledge of industry’s best practice processes.
Responsibilities
Compile and manage the technology strategy in alignment with the business strategy.Manage relationships and SLA with all external suppliers.Manage information technology and computer systems.Plan, organize, control and evaluate IT and electronic data operations.Work with internal stakeholders to use new technologies to streamline business process and operational efficiencies while adhering to company policies and processes.Ensure that all areas of the business are operational.Conduct ongoing research to improve the technological assets of the company.Manage efficiencies of the department as well as the effective delivery of services and solutions.Manage information risk to an acceptable level based on risk appetite of the business in line with set goals and objectives.Develop and direct all networking safeguards to reduce risks and apply effective protective mechanisms to secure sensitive internal and external information.Aligning business information security requirements to the business and IT goals thereby supporting an effective security posture.Establish resilience and a highly available network infrastructure environment to address regulatory and business requirements.Consolidate business technology platforms and create plans for each platform.Track, analyse and monitor technology performance metrics.Establish technology standards and communicate technical information to the organisation.Maintain asset register.Maintain IT risk & issue register.Create and implement the organization’s IT policy and best practice standard operation processes and manuals.Performing routine system audits.Running routine system operations reports and sharing them with management.Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
Send your CV, current salary, updated salary and notice period to James Knoll.
James@abcworldwide.com
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNjI0MzY0MTIwP3NvdXJjZT1ndW10cmVl&jid=1501509&xid=2624364120
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Our client, a call centre located in Randburg, Johannesburg, are looking to employ customer service agents who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm).
Minimum Requirements
Grade 12Must be bilingual (verbal and written) in English and one of the following languages:
Danish / Swedish / NorwegianPrevious customer service experience advantageousStrong PC literacyStrong customer orientationAvailability to work shifts (International Call Centre)
Job Description
Identify the needs of the end userAnswer chats, calls and respond to social media queries & emailsResearch required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationEnter and update customer information into systemIdentify and escalate priority issuesFollow up customer calls where necessaryMeets or exceeds quality and productivity goals assigned by managementDemonstrates clear and polite written and oral communicationMaintain a positive and professional demeanour and portray the company in a positive lightDemonstrates appropriate sense of urgency across channel responses and service levelsFollow company policies and processes in order to process customer requests appropriatelyDemonstrates knowledge and use of departmental resources, policies, and proceduresUses customer service tools in order to provide an accurate response and an exceptional customer experienceEscalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer serviceProactively communicates system and process issues, and customer feedback trends to managementExceeds customer expectations by going above and beyond
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMDA4NjkwNjM1P3NvdXJjZT1ndW10cmVl&jid=579947&xid=3008690635
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We are looking for a competent Voice L2 Engineer to provide fast and useful technical assistance on Call Centre Voice Setup (On-premise and Cloud). Experience on Avaya, Genesys, Cisco, Asterisk, Voice Trunks(E1, SIP, SS7 etc.), assistance to the CCT OEM/Support will be preferred. The successful candidate will answer queries on basic technical issues and offer advice to solve them. The candidate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
Serve as the first point of contact for customers/OEM/Support provider/Vendor/NOC for the remote support for the new installations/project and for the planned/planned maintenance/troubleshooting activities over the phone or emailSupport the remote troubleshooting through diagnostic techniques and pertinent questionsDaily monitoring of system health check for the alarms, hard/soft phone status, trunk status/utilization, status of the call recordings space etcUnderstanding of the ACD and Dialler reportsCreation of the skills-sets, IP station IDs, Agent IDsRegistering/troubleshooting new/existing IP end-points(hard/soft phone)Daily Voice/ACD/Dialler/Trunks Incident tickets handling for the End-Users/CC agentsProvide guidance to end users on phone usage / features / configurationsAssist troubleshooting and analysis of any major issues (as directed by L3 SME)Support for any onsite voice projects and initiativesDocumentation of relevant issues and processes for future reference
Requirements and skills
Good Understanding of the voice PBX, Call Centre solutions, ACD and Outbound DiallersMinimum 1 year of experience administering some or all of the following platforms - Avaya PBX and/or Cisco Call manager and/or Aspect UAD and/or Asterisk X-LiteProven experience as a Voice help desk technician or other customer support roleGraduate with specialization in Information Technology/Telecom/Computer ScienceAt least 2 years of work experience with minimum 6 months of relevant exposureAbility to work independently with minimum supervision
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMTYwMzY5Njg3P3NvdXJjZT1ndW10cmVl&jid=1495751&xid=1160369687
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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...
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This young, dynamic and entrepreneurial organisation within the financial and insurance industry as a vacancy for a Quality Assurance Administrator within the Collections Call Centre.
.MAIN PURPOSE OF THIS POSITION
To assume responsibility for:
Quality Assurance for the Group
MAIN TASKS AND RESPONSIBILITIES:
Implement and Monitor the QA process (Internal Call Centre QA)Conduct all assessmentsMonthly reportingTrend ReviewsCoach Staff for QA/Performance ImprovementStaff Training
REQUIREMENTS:
Matric and Qualification in Call Centre Management3 Years’ Experience in Call Centre ManagementMust be able to interpret Most South African LanguagesAttention to detail. Logical Thinker. Problem Solver. Good Communication SkillsAbility to work to tight deadline
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDM5NDQ3Mzg3P3NvdXJjZT1ndW10cmVl&jid=375420&xid=1439447387
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Snr Call Centre Sales Manager
Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.
Duties and responsibilities:
Lead, develop, motivate, operational teamsManage the Contact Centre workforce. motivate and manage supervisory teamEnsure optimal service delivery through scheduling and continuous processimprovement.Coordinate training on new or revised information relating to services, products orprocesses of projectsDevelop rewards and recognition incentives/programs.Assist in forecasting resource requirements and ensure that recruitment campaignsare carried out in a timely manner to ensure that sufficient resources are in place toachieve agreed contact centre service, sales and quality targetsContinually review internal systems, procedures and processes to ensure resourceand operational efficiency, and make appropriate recommendations for any requiredchangesEnsure all customer questions and complaints are resolved in a timely mannerBrainstorm with the team around issues or challenges that may hinder optimumperformance and give recommendations to improve performanceHandle employee related issues. Monitoring attendance, punctuality, and leaveAnalyze data to determine operational trends and provide solutions to increase sales,service and quality levels in order to achieve and exceed targets and KPAsSet up and manage performance measures.Deliver daily, weekly, and monthly reports.Manage operating budgets.Effective client interface, able to effectively deliver on stringent SLAs
Education and Experience:
MatricEnglish language proficiencyMin 3-5 years contact Centre operations management experienceExperience in BPO a strong advantageProven track record in meeting and exceeding deliverables
Key Competencies and Skills:
Excellent communication skillsPersuasivenessPeople management skillsLeadership skillsTenacityNegotiation skillsStress toleranceEffective time management
https://www.ditto.jobs/job/gumtree/648235548?source=gumtree
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Position Summary
A Customer Service Agent is employed to perform a defined range of skilled operations within the required language range, usually within a range of broader related activities involving known routines, methods and procedures. Some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints. Within this team, this role is predominantly taking inbound calls and/or inbound emails and solving simple customer queries or creating cases to be handed over to a Case Manager.
Duties and Responsibilities
Receive calls and answer customer email queries in fluent GermanUse common call centre telephone and computer technology.Enter and retrieve data.Work and build relationship in a team consisting of local and international staff members at different locationsManage their own work under guidance.Use multiple technologies such as telephony and internet services.Follow occupational health & safety policy and procedures.Communicate in a customer contact centre.Work in a customer contact centre environment.Respond to inbound customer contact.Conduct outbound customer contact.Use basic computer technology with at least intermediate skill level.Use an enterprise information system.Provide excellent quality customer service.Send and retrieve information over the internet using browsers and email.Manage work priorities and professional development.Manage workplace relationships in a contact centre.Use multiple information systems.Manage customer relationships.Assist in providing solutions to customers and staff.Open service requests that must be referred to the country Customer relations Centre (CRC) – ask all the relevant questions so that the CRC Case Manager can start working on the case without contacting the customer again.
Requirements
SA citizen, permanent residence or qualifying for a work permit (e.g., Spousal permit) for South Africa.Fluent (speak, write, and read) in both German & English.
Education and Experience
Completed Matric / Grade 12 or equivalent with a minimum of one-year customer service-related experienceCommunicates both verbally and in written correspond...
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The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business & reporting to the Head of the Training & Quality Assurance department.
The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met & engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business. This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams & work done across all campaigns.
Duties & Responsibilities
Ensure compliance with the companys quality systems & processesEvaluate daily feedback from all quality assurance & compliance teamsDevelop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centreEnsure campaign KPIs are met regarding quality standardsContinuously upskill quality assurance personnelProvide weekly quality assurance reports to the business & to clients as per SLA requirementsEnsure on-going optimisation across all campaigns within the businessTeam management
Requirements
Ability to work and complete projects without supervision, self-motivatedAbility to communicate with discretion and professionalism, understanding when confidentiality is neededAnalytical approach to problem solving & solution driven strategy developmentCritical attention to detailCapable of always working on multiple campaignsStrategy implementation with excellent organisational skillsQuality control astutenessStrong knowledge of customer care processes and techniquesDemonstrated ability to work well in a team environmentMust be a critical thinker
Qualifications & Experience
Data AnalysisAt least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)At least 3-5 years of Managing a QA TeamMS Excel proficiency advancedCustomer Centric Report building
https://www.ditto.jobs/job/gumtree/1568607316?source=gumtree
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PURPOSE OF THE ROLE
Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns
DUTIES AND RESPONSIBILITIES
Ensure dialer execution is aligned to all business unit KPI’sAutomate data loading within the dialer.Drive innovation and strategy in the current dialer platform.Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’sReal time Management of the dialer to ensure optimal agent productivity.Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.Dialer Incident ManagementRegular maintenance of the dialer.Understanding of client requirements and ensuring the correct Dialer strategy is implementedMonitor, analyse & report on the dialer requirements across the various campaignsRegular Reporting and updates on lead usage at agent level.Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.Analysis of dialer outputs and results as well as the implementation of changes and improvements.Create reports that business can use to monitor metrics and make decisions.Analyse Dialer data and share opportunities for improvement.Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achievedCollaborate with internal and external partners to maximize achievement of business goals
QUALIFICATIONS AND EXPERIENCE REQUIRED
Matric / Grade 12A relevant certificate or diploma is preferredMinimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is requiredFamiliarity with reporting to a sales and service Operations.2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)Experience in working MySQLExpert capability in Microsoft ExcelKnowledge of business processes and functional areaExperience in estimating solution development and delivering solutions against those estimates
BEHAVIOURAL AND COMPETENCY REQUIRED
Strong interpersonal skills with the ability to build and maintain professional relationshipsExcellent analytical skillshttps://www.ditto.jobs/job/gumtree/3733803594?source=gumtree
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BPO Sales Trainer
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as an Outbound Sales Consultant and be part of a thriving team with many career development opportunities.
Were looking for a vibrant Sales Trainer to join our team in Johannesburg to confidently deliver training that continuously improves the content and delivery styles for new trainees and existing agents.
Responsibilities
Facilitate training group as per Client curriculum requirementsTransfer of skills into different campaigns and accounts required for various industriesConduct Training Needs Identification as per project requirements and report findingsAttend Quality Calibration sessions and ensure variance is less than 5%Take Calls for minimum 4 hours each monthAttend TTT with client or Master Trainer and ensure period sign off/certification is up to dateSelf-upskill on industry updates and relevant knowledgeCommunicate with team on Knowledge and Skill updates for relevant campaignsCoordinate with OPS manager to help transition agents from Training to incubation as per expectationsCoach own Trainees on observed Knowledge and Skill gapsManage Attrition within Training groups with regular one-on-onesReview Training content and suggest new ways of delivery to improve effectivenessComplete Training Administrative tasks as per set timelinesContinuously monitor Process and Knowledge updates and suggest changes to Training content and deliveryKeep up to date with changes by attempting monthly Knowledge Assessment
Qualifications & Experience
Minimum 1 Years’ experience as a L&D Sales trainerExperience within BPO SectorExperience in telecommunications industry ideal Experience outbound sales
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/1786291204?source=gumtree
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Sales Team Leader
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as an Outbound Sales Consultant and be part of a thriving team with many career development opportunities.
Responsibilities
To guide and support team membersSetting, measuring and meeting performance targets for speed, efficiency, sales and quality for the teamDriving operational and technological efficiencies within the teamHandling difficult customer complaints or enquiriesDrive quality control and ensure corrective action are taken where requiredAnalyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.Forecasting capacity against plan on a weekly/monthly basisEnsure adherence to the operational policies and proceduresParticipating in the recruitment and selection of staffMonitor performance on regular basis and provide constructive feedbackPro-actively encourage high performance at all timesEnsure all staff issues are dealt with appropriately and within a timely fashionEnsure all daily, weekly and monthly workloads are completedMotivating, developing and retaining staffIdentifying staff training needs and planning of training sessionsAdhering to all HR policies and proceduresMonitor performance on regular basis and provide constructive feedback
Requirements
Min 2+ years sales team leader experience Strong sales ability & ability to handle client objectionsProven track record of meeting sales targetsExcellent communication skills in English & 1 other languageBackground in telecommunications will be an advantageClear criminal records
You will earn Basic of R10 000 to R15000 per month, plus lucrative commission and incentives. Must be willing to work additional hours and 2 Saturdays to meet targets.
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/107283811?source=gumtree
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Sales Team Leader Cape Town
Lead and manage a team of Call Centre Sales Agents to achieve exceptional results.
Min 2 years contact Centre Team Leader experience
BPO experience a strong preference
Able to support day shift employees
Strong contact Centre operations know how
Effective people management skills
Able to manage to strict SLA requirements
Salary based on industry norms
https://www.ditto.jobs/job/gumtree/1754187620?source=gumtree
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Insurance Sales Consultant
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as an Outbound Sales Insurance Consultant and be part of a thriving team with many career development opportunities.
Your sales experience in the insurance industry and your ability to meet targets will support your success in this role.
Key Responsibilities:
You will guide clients through their insurance journey, offering them the security they need for their future.Transform cold calls and customer inquiries into warm conversations, actively listening to identify their unique insurance needs.Piece together the perfect insurance solutions, matching clients with the right coverage to safeguard their homes, vehicles, health, and loved ones.Utilize your exceptional sales skills to navigate the insurance landscape, hitting and surpassing sales targets.Provide top-tier customer service, ensuring client satisfaction through clear, understandable explanations of complex insurance concepts.
You Must have
Grade 12Clear Criminal and ITC records1+ years of short-term insurance sales experienceExcellent command of English (both verbal & written)Good knowledge of insurance productsMust comply with FAIS fit and proper requirements.RE 5 (highly advantageous)
Whats in it for You:
Competitive base salary of R7000pm, Plus R500pm Attendance bonus and a lucrative commission structure.Weekly and monthly incentives.Comprehensive training and ongoing professional development.A vibrant, energetic team and a supportive work environment.Opportunities for career growth within our expanding organization.A chance to make a real difference in the lives of our clients.
https://www.ditto.jobs/job/gumtree/226120001?source=gumtree
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Inbound customer service call center agent needed for Airline company
RESPONSIBILITIES:
Receive calls from customers / passengersDeal with problems such as delays, cancellations etcExplain processes to customers and assisting them where necessaryWork in a team and longer than normal hours (shift work)Deal with confidential informationCommunicate with customers both verbally and in writing.
REQUIREMENTS
Grade 12One (1) to four (4) years’ experience in a Call Centre EnvironmentTravel or relevant qualification will be an advantageValid Covid-19 vaccination cardExcellent communication in English – speak, read and writeSolid computer literacyExcellent phone etiquetteNo criminal or credit recordAble to work on weekends, public holidays and flexible hours as requiredOwn transport would be an advantage.
SHIFTS ROTATIONAL:
07:00 – 16:0008:00 – 17:0009:00 – 18:0010:00 – 19:00Includes weekends and public holidays.
PERSONAL ATTRIBUTES
PunctualExcellent understanding or experience of delivering great customer service to a customerHigh degree of patience and assertivenessConflict resolution skillsImmaculate time keepingTrustworthy, professional and reliable, including dealing with confidential informationThe ability to work well under pressurePractice good time management and willingness to work longer than normal office hoursRemains focused in order to handle objectionsCustomer focused and service orientated.
https://www.ditto.jobs/job/gumtree/1604503986?source=gumtree
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A leading Financial Services Provider is looking for a Technical Support Team Leader
Job Description
1. Lead Technical Support Team• Provide reports to management on call closure status and first line support related matters• Implement processes to ensure calls are closed timeously• Liaise with all necessary stakeholders and provide feedback to business and IT Management• Ensure jiras are dealt with and closed timeously• Assign jiras• Monitoring (e.g. Boardrooms)• Escalation of calls to 3rd line and other Teams.2. Provide hardware and software support (LAN & WAN)• Install software• Troubleshooting (TCF)• Assemble computer • Repairs & maintenance of hardware & peripherals• Installation & maintenance of cabling• Maintain inventory for software & hardware (TCF)• Desktop patch management
3. Provide 2nd line support to users • Investigate and provide solution (TCF)• Communicate with users on incident logged (TCF)
4. Finance, procurement and asset management• Ensure that end user equipment (e.g. laptops and desktops) are procured timeously• Obtain quotes and provide IT Management Team with quotes and recommendations of assets to procure• Works closely with the asset management team to ensure that assets are tracked and managed.
Education Requirements
Nationals Diploma in ITTechnical/Legal CertificationA+N+
Experience
5 Years Experience in 2nd and 3rd line of supportTeam Leader Experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS82MTM5OTY2NDY/c291cmNlPWd1bXRyZWU=&jid=1696234&xid=613996646
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A top company in the FMCG industry is seeking a Customer Service Agent with experience working in a Call Centre Environment on Ad Hoc Basis.
Requirements
Must have Matriculated.Must have at least 4 years experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be Well-Spoken.
Skills
CommunicationComputer literateTypingData CapturingAttention to detail.Highly adaptableNegotiation skillsProblem Solving
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80Mjc4NzAzNjQ4P3NvdXJjZT1ndW10cmVl&jid=1745511&xid=4278703648
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The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Responsibilities:
Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to site management team.Uses quality monitoring data management system to compile and track performance at team and individual level.Monitors customer care email responses.Participates in customer and client listening programs to identify customer needs and expectations.Provides actionable data to various internal support groups as needed.Coordinates and facilitates call calibration sessions for call center staff.Provides feedback to call center team leaders and managers.Prepares and analyzes internal and external quality reports for management staff review.Perform other duties as assigned.
https://www.ditto.jobs/job/gumtree/2392142811?source=gumtree
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The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
2-3 years experience in a similar roleExcellent verbal, written and interpersonal communication skillsOutstanding customer service skills and dedication to providing exceptional customer careMust be self-motivator and self-starterFocus on quality and customer serviceExceptional listening and analytical skillsSolid time management skillsMust be able to effectively deal with people at all levels inside and outside of the CompanyCreative ability & writing proficiencyAbility to multitask and successfully operate in a fast paced, team environmentMust adapt well to change and successfully set and adjust priorities as needed
Responsibilities:
Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to site management team.Uses quality monitoring data management system to compile and track performance at team and individual level.Monitors customer care email responses.Participates in customer and client listening programs to identify customer needs and expectations.Provides actionable data to various internal support groups as needed.Coordinates and facilitates call calibration sessions for call center staff.Provides feedback to call center team leaders and managers.Prepares and analyzes internal and external quality reports for management staff review.Perform other duties as assigned.
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/334739193?source=gumtree
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