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Role purpose:The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework;• Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Center results in First Call Resolution and tNPS• Coach and feedback to agents to ensure FCR improvement.• Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions.• Attend Quality Framework calibrations and team meetings• Visit Business partner sites and do side by side call listening and capture process gaps• Perform and report Gap analysis• Publish reports and track progress• Compile reports on analysis completed• Coach QA’s and TL’s within Business unit, found non adherence to the set model• Monitor sampling methodology at the beginning of each month• Fortnightly reviews to check progress and address issues• Knowledge of Telecomms products and services CRM Tools advantageous Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)Proficiency in MS Word, MS Excel & MS PowerPointSkills:Conflict management skillsCoaching and FeedbackProblem solving skillsStress managementCommunications skills – verbal and written is essentialFacilitation skillsInterpersonal skillsAnalytical skills to be able to assimilate data from different sources and create actionable insightsStakeholder managementNegotiationTime ManagementExperience:Education:MatricA relevant Degree/Diploma or 3 yrs experience in Quality management frameworks1yr Experience in Business analysis / Business Improvement/ Data analysisCustomer Experience methodologiesAgile methodologyThe site operates on a 24/7 basis, whereby we will be offering transport home for those working unsociable hours. We will also be offering a hybrid WFH and WFO
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQxOTkyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1129169&xid=1108_41992
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Office Administrator position available in South Africa - Western Cape, Cape Town - North (Goodwood - Blackheath) Office Administrator 2023-04-14 - 2023-10-31 Permanent CPT000556 Admin / Office / Call Center / Support South Africa - Western Cape , Cape Town - North (Goodwood - Blackheath) Monthly Cost To Company (Market related, Negotiable) Our MASA Outsourcing office in Cape Town is looking to fill a permanent position for an Office Administrator to work in Parow North, Cape Town. Duties include, but are not limited to the following: Reception Responsible for the provision of an effective front office reception function. Answering all switchboard in a professional manner, transferring calls, and taking and communicating messages. Handling queries and complaints from clients and candidates under supervision of Branch Manager and / or Operations Manager. Recruitment / Management of Labour Pool To abide by the MASA DNA values which is the formula for success. Build and maintain a “pool of staff” that are immediately available for despatch to clients in accordance with the company recruitment procedure and Client Service Level Agreements. Manage labour pool in an orderly and systemized manner- to ensure that data base is up to date and that all clients have a “pool of staff” in their immediate geographic area for despatch at short notice. Placing adverts on the various websites and newspapers. Meeting and interviewing candidates in order to process, verify, and maintain documentation relating to employment history and skills, certificates obtained and personal particulars etc. Process and review candidates applications in order to evaluate qualifications or eligibility of applicants according to the Company Vetting Procedure. Ensure candidates have completed all registration forms and brought all necessary documentation and update the database. Briefing Assignees/Candidates so that they are ready to go out on assignments when the need arises. Conduct candidate reference checks and criminal record checks. Provide exceptional service to clients and high calibre staff. Supervise recruitment staff and ensure they comply with company procedures. Ensure client satisfaction with contract staff supplied through daily calls and to ensure any concerns are resolved. Screening and assist with recruitment of internal staff when required. Administration Responsible for all office administration for the Cape Town Office. To provide operational support to the sales and operations team to enable them to deliver on service level agreements and to secure new business. Printing and completing master agreements and assignment confirmations as required. Printing attendance registers and timesheets. Sending emails faxes and scan documents as required. File invoices, general correspondence etc. Liaising with Head Office when needed. Booking of the boardroom -ensure there is no double booking. Compile and update weekly and monthly reports in Microsoft Excel and perform typ
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18yMjAxXzI4NDc5MV9fNDk3P3V0bV9zb3VyY2U9Z3VtdHJlZSZ1dG1fbWVkaXVtPWZlZWQma2V5d29yZD0=&jid=1726639&xid=2201_284791
7mo
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Please note: Kindly apply only if you have excellent matric result.We need a Tele sales person or Call
Center agent (Coordinator) for a transport company in Epping industrial to make
sales and coordinate the drivers. Driver’s license is required.
Job description is as follows:
-You must be computer literacy
-you must know the road and areas in
Cape Town very well
-answering a high volume of calls
-taking and allocating the jobs to
the drivers
-to ensure the job is completed and
payment is received
-making sure the drivers are taking
the right route
-Replying emails
-Sending quotation and invoices
-assisting in marketing and admin
work in quiet times
Please send your matric results and CV to reception@tbzremovals.co.za
21d
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