To drive V and A and floor support training teams for on time and quality delivery To impart training on soft skill voice and accent communication skills to the new hire and enable them to perform their job effectively and…
Real Time Mangement, Scheduling, Reporting, NICE IEX.Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real time performance and adjustments.Proactively inform the management team of any challenges or opportunities for improvement.Reporting:…
Key Responsibility Areas:• The CSA process phone transactions in Airline contact centers. To provide customer service through issue resolution, request process and provide excellent customer service to general and premium customers. Meet and Exceed client proposed metrics and promote core…
Job Summary• WFM Analyst is responsible for monitoring and managing intraday performance across contact center operations. This role ensures service level agreements (SLAs) are met by analyzing real time data, adjusting staffing, and communicating with stakeholders to maintain operational efficiency…
To ensure that the client has business continuity in a safe and healthy environment. To ensure that facilities day to day operations are completed satisfactorily by the appropriate personal. Ensure that staff is proactive. Ensure that regular audits are completed…
Manage team performance Provide effective coaching and constructive feedback to subordinatesTake customer service and escalation when neededHolds team huddle/coaching session/goal setting/one on one as needed/requiredHandles escalated requests and researches answers posted by associates to ensure customer satisfactionReviews and analyzes performance…
Responsibilities include but are not limited to the following:• Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.• Lead focus sessions on common processes/ themes that need further clarification within…
The Quality Analyst (QA) for the Travel Account is responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with client standards and internal policies. The QA will work closely with operations, training, and client teams…
Senior Group Manager: HR Shared Services HRSS, HR Admin IC & CSR Manager – Job Responsibility Team Management – HRSS, HR ADMIN IC & CSR Onboarding Management – Click boarding, Employee UID Creation, Offer loading for Band A after audit,…
Group Manager: Recruitment The Group Manager in Recruitment is responsible for ensuring that the recruitment requirements met for the bulk department. Supervising the recruitment team, recruiters, screeners and assessors Manage the numbers that are recruited daily Ensure that the recruitment…
Responsibilities Include• Guide the team to achieve objectives and support the growth of the product• Support a customer focused culture and drive a “right first time” approach• Equip and prepare your team to deliver a second to none customer experience…
1. Monitor real time performance metrics such as call volume, service level, average handle time, and adherence to schedule. 2. Utilize workforce management tools to forecast and adjust staffing levels based on incoming call volumes and other factors. 3. Identify…
You will be fully responsible for all aspects of the Client managed services operation. This will include: Achieve and exceed all client/contractual KPI’s and manage the day to day relationship. You will lead the various lines of businesses by creating…
Transactional management for clients’ Accounts Receivable (AR) function. Responsible to accurately process, analyse, balance and reconcile all financial related activities within the specified time frames and Service Level Agreements (SLA) targets. Qualifications Grade 12/Matric. Post Matric qualification in Finance and/or…
Providing administrative support of a clerical nature to project managers. Qualifications Matric Additional Information The Contractor must be willing to be trained in the field of project administration and finance.
Inbound Call Centre General Enquiries, dealing with calls and emails from Ampath patients Qualifications Matric 12 months Call Center experience in PEP Proven Performance Metrics Clear phasing records
Key responsibilities Day to day maintenance Ensure a healthy environment Ensure WNS assets are kept in a good condition Update all asset registers Assisting in the collation and verification of monthly/weekly SLA reports & invoices with the FM Key Accounts…
The Senior Group Manager of Call Center Operations oversees the strategic and day to day management of call center activities to ensure high performance, customer satisfaction, and operational efficiency. This role involves leading cross functional teams, setting performance goals, implementing…
• Agent should be willing to work in a 24x7 environment including weekend working• Must have excellent command over English Language• Dedicated to High Quality experience for customers and delivering high CSAT• Ability to identify stated and unstated customer needs,…
This client is home to the world’s leading online luxury, fashion, and style destinations. Through their multi brand online stores they have over 20 years’ experience in transforming the way the world shops. They deliver a personalized and localized online…
The main purpose of this position, as part of the senior management, is to lead a team of Operation Managers with specialist functions and a span of +250FTE. You are customer and client facing and strive to deliver excellent customer…
'• Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency Meet, if not exceed all service levels through effective planning and forecasting Coach, mentor and motivate employees in general; train subordinates to be efficient and effective…
Job Summary (Description of the role / position) Be required to proactively contact customers both by telephone and in writing. This will require both inbound and outbound calling, most of which will involve ‘telephone dialer’ activity; Be required to work…
Primary Job Duties & Responsibilities Role involves handling inbound calls from customers/agents to resolve queries on their accounts Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc.…
To lead a team of Quality Assistant Managers and their teams in order to execute the departmental strategic goals to all stakeholders. Manage 'Next Gen' Quality by consistently 'Raising the bar' on service delivery standards & enable low risk &…
Sr. Group Manager Summary:• Site Lead – training Key Responsibilities: Work with the Training leads ( Group Manager / Sr Group Manager ) in providing inputs on development areas of the associates Perform other duties and responsibilities that may be…
Digital Transformation Managers supervise cross functional teams including marketing, IT, customer service, and operations. They align these departments towards digital objectives, supervising project implementation and ensuring effective communication throughout the organization. Moreover, they also track key performance indicators (KPIs) to…
Identify and understand customer needs to consistently provide a high quality service. Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner. Escalate any queries or complaints to the appropriate…
Provide a reliable and trustworthy customer service Identify and understand customer needs to consistently provide a high quality service. Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner. Escalate…
Provide a reliable and trustworthy customer service Identify and understand customer needs to consistently provide a high quality service. Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner. Escalate…
The purpose of the Program Analyst role is to reactively and proactively support and maintain the IT Desktop Services & infrastructure through effective incident management, fault diagnosis, repair, preventative maintenance and daily service tasks. This role requires working shifts on…
The purpose of this role (Technical Account Manager) is to implement and improve IT systems, taking ownership of technical project management for clients, and to maintain the relationship between client IT and WNS Enterprise IT during implementation and for life…
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the…
Primary Duties & Responsibilities ·The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits. ·Conduct call assessments checks to meet SLA’s; Provide…
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to support the customer service team while building a positive, people focused environment. Key Responsibilities : Operational Excellence Identifying and communicating barriers to performance/service delivery…
Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities: Follow clear instructions…
Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities: Follow clear instructions…
The main function of this role is to drive performance and be fully accountable for deliverables. Key responsibilities Deliver operational targets and business strategy Create and drive strategic operating plan within own area of responsibility Lead on projects that deliver…
The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units. Key responsibilities: Training Delivery: Conduct new starter training as well as refresher, up skilling and cross skilling training; Assessment: Assessments must…
Handle Inbound Calls for customers to resolve inquiries quickly, efficiently and to a high standard. Process includes sending reminders to customers on incomplete information in their policy or validation of information as stated on the policy. Key Responsibilities Areas Respond…
To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly. This role includes administrative duties and you…
Engaging with Customers through multiple channels to resolve their queries in a manner that meets and exceeds the needs of our customers and limits any reputational damage to the brand. This is done in line with our strategic intend, operational…
Main purpose: The key purpose of this role is to lead , coach , develop , motivate and retain a team of advisors while ensuring that we offer the best service to all our customers. Key responsibilities: Inspire your team…
Main purpose: An exciting opportunity for senior Associates has just become available on our campaign in Claremont. We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in…
Main purpose: The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units. Key Responsibilities: 1. Training Delivery Conduct new starter training as well as refresher, up skilling and cross skilling training.…
Role Purpose The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units. The role is split into key focus areas, namely: § New starter training – the delivery of product and…
Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities: Follow clear instructions…
Main purpose: The purpose of the Operations Trainer role is to deliver soft skill, product and technical training into assigned operational business units. Key Responsibilities: 1. Training Delivery Conduct new starter training as well as refresher, up skilling and cross…
Key Responsibilities: 1. Transaction Processing Transactions include: Tenders, quotations, renewals, credit checks & gas confirmations, setting up accounts & contracts, handling exceptions and rejections, new starts, billing/invoicing, disconnections, terminations, change of occupations, confirmations, objections, withdrawals, metering and registration checks, meter…
A Customer Service position available for the UK market at our Durban Offices. Key Responsibilities Provide a reliable and trustworthy customer service experience for the UK market. Identify and understand customer needs to consistently provide a high quality service. Follow…
Role Purpose To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity Experience Required Essential: 2+ years experience in the travel, tourism…
Manage the local Customer Service team ensuring the development and delivery of a high quality and efficient customer service operation that limits reputation damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements.…
A Customer Service position available for the UK market at our Durban Offices. Key Responsibilities Provide a reliable and trustworthy customer service experience for the UK market. Identify and understand customer needs to consistently provide a high quality service. Follow…
An exciting opportunity for Lead Associates has just become available on our brand new campaign in Century City. Our client is a financing institution with a platform that enables financing for international postgraduate students at the world’s best universities, whilst…
Main purpose To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly Responsibility Deliver success against KPI…
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to support the customer service team while building a positive, people focused environment. Key Responsibilities : Operational Excellence Identifying and communicating barriers to performance/service delivery…
Do you have young children and looking at earning additional income? Perhaps you are caring for ailing parents or disabled family members and have some time to spare? Are you a student looking to make an extra money to pay…
Role Purpose To provide communications solutions to customers by marketing and matching products and services to customer needs thereby generating revenue and improving customer satisfaction. This role requires enthusiastic telesales representative to contribute in generating sales for our company by…
RETAIL OPERATIONS TEAM LEADER Main Purpose: Manages the Retail Operations and Support Team, to delivery outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach KEY RESPONSIBILITIES 1. MANAGES PERFORMANCE Manage the performance of this Team…
The Sr. Sourcing Manager will execute complex sourcing projects, from start to finish, including but not limited to – sourcing requests validation per client guidelines, requirements analysis for the bid packages, communicating with client requesters to close any data gaps,…
The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place…
We are looking for a professional, high performance individual, with exceptional leadership and client liaison skills , to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, people focused, team…
To lead the Inbound Service, Sales and Retentions Department by creating and instilling a service, sales and retentions culture in a customer centric and high performance environment through effective management of people, metrics, and projects, with the objective of generating…
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the…
The key purpose of this role is to lead, coach, develop, motivate and retain a team of advisors while ensuring that we offer the best service to all our customers. Key responsibilities Deliver success against KPI targets and plans, through…
The main purpose of this position is to lead a team of quality managers and their teams in order to execute the departmental strategic goals to all stakeholders. Deliver 'Next Gen' Quality by consistently 'Raising the bar' on service delivery…
Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities: Follow clear instructions…
Responsible for assisting in the smooth running of the Debt Review & Administration department. Responsible for all back office operations end to end processes, ensuring all required outcomes are met in line with our prescribed policies and best practice, while…
Role Purpose To provide communications solutions to customers by promoting and matching products & services to customer needs. To actively grow client markets, thereby generating revenue and improving customer satisfaction. Experience Required Essential 6 months sales experience as a call…
Main purpose: An exciting opportunity for senior Associates has just become available on our campaign in Claremont. We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in…
The main purpose of this position is to lead a team of quality assessors in order to provide reports, feedback, analysis, insights and trends to stakeholders according to agreed standards. Deliver 'Next Gen' Quality by consistently 'Raising the bar' on…
The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit. The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped…
Role Purpose This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver…
The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place…
Role Purpose Role is to lead and direct the telesales team to make high sales and enjoy good patronage from clients; to obtain excellent records in call quality and sales delivery. He/she directs the telesales team as they contact customers…
Role Purpose The role is ideal for talented and motivated inbound sales and service centric Call Centre Agents that enjoy facilitating sales via the telephone. Candidates should be well versed in Inbound and/or Outbound call handling, Sales and Service. Candidates…
Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities: Follow clear instructions…
We are looking for customer focused and results orientated individuals, with sound problem solving and interpersonal skills, to deliver effective solutions for customers, to enable collections and minimize bad debt write offs for our UK based clients. KEY RESPONSIBILITIES WILL…
We are looking for a dynamic, resilient individual who would be responsible for (but not limited to) the following tasks/ functions 1. Payroll reporting/ analysis and reconciliation 2. VAT reconciliation 3. Government grant accounting and related 4. Accounting for deferred…
Provide support to SAP AMS Team by solving SAP related user requests, smaller projects and change requests by advising key users on SAP best practices, customizing and developing within the SAP ECC modules N/N module Provide ITIL based user support…
Providing administrative support of a clerical nature to project managers. Project administration through life cycle of project. Qualifications The Candidate must clearly demonstrate the proposed resource has a minimum of three (3) years’ experience, within the last five (5) years,…
Role Purpose To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low risk and zero surprises BAU and producing reports which tells the story of the customer experience journey. Actively engage stakeholders…
Respond promptly and appropriately to customer inquiries via phone, email, and chat regarding bookings, itineraries, and travel policies with a goal of customer satisfaction. Assist customers with pre booking questions and errors encountered when booking flights, hotels, rental cars, and…
The purpose of the role is to develop and manage the implementation of the Strategic Business Units learning and development strategy. Manage and govern the operational training function and team for allocated business units. Contribute towards effective talent development across…
Essential • Management of high performing teams Confidence and creditability Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues. Ability to prioritise deliverables and plan accordingly Embraces change whilst remaining productive and positive Leadership…
Essential • Management of high performing teams Confidence and creditability Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues. Ability to prioritise deliverables and plan accordingly Embraces change whilst remaining productive and positive Leadership…
Identification of opportunities followed with project execution to meet the agreed targets with clients LEAN Six Sigma Project execution and mentoring Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due diligence, blueprinting activities etc. keeping…
The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low risk and zero surprises BAU and producing reports which tells the story of the customer experience…
We are looking for professional, high performance individuals , with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with…
Primary role would include monitoring and analyzing real time data along with daily communications with both operations and client. This person will require strong analytical skills, basic knowledge of Excel , ability to work both independently and within a team.…
People To engage and support staff to adjust to the culture of the campaign and to achieve all KPI’s (e.g NPS, Leads, Smarts, etc.), through effective coaching, performance management, and to develop career progression through internal development programmes. Stakeholder Management…
The Dialler Administrator shall be responsible for day to day dialler administration, recommending, supporting and implementing departmental initiatives for operations to optimise contact and conversion rates. The responsible person will also be supporting with business analysis, utilization analysis, performance results…
JOB PURPOSE Responsible for resource planning and capacity management of available resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level.…
The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing &…
1. Lead, train, evaluate new hires in the system 2. Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis 3. Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs…
Purpose To ensure the operation works within given ratios and staffing level budgets To ensure tight management of utilisation metrics and processes are defined and followed To support the team and the operations To provide valuable information to the operation…
1. Conduct new hire classes and hand hold them in the OJT phase and complete smooth transition from class to production. 2. Evaluate employee performance to gauge where skills are lacking. 3. Work with internal and external stakeholders and drive…
This WFM resource is responsible for Creating schedules based on forecast and actual trends. Improve efficiencies and enhance utilization of resources. Support Real time teams to manage and achieve the SLAs Process related experience: •Expert level understanding of Workforce management…
Engagement Communication skills Problem Solving Planning & Organising Risk Management Incident Management Data Analysis Stakeholder Management Client Communication Report writing Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Attention to detail Qualifications Essential Matric /…
Agent should be willing to work in a 24x7 environment including weekend working GDS systems experience is essential Sabre, Amadeus etc Must have excellent command over English Language Dedicated to High Quality experience for customers and delivering high CSAT Ability…