Company Talksure Reference # CCTL-23.09.2020 Published 23 / 09 / 2020 Contract Type Permanent Salary Market Related Location Umhlanga, KwaZulu-Natal, South Africa Introduction Established in 2010, Talksure is an independent financial services provider for the South African and International markets.
Based in Umhlanga, KZN we specialise in providing innovative, tailor-made customer engagement solutions. Our growing team of highly motivated and skilled sales specialists has a proven track record of producing exponential revenue growth for customers, maintaining long-term relationships and exceptional standards, all while creating a winning organisational culture that grows and retains top talent.
Job Functions Call Centre,Client Services,Management,Safety & Security Industries Call Centre & Helpdesk,Financial Services,Insurance,Telecommunications Specification The purpose of this role is to oversee all day to day operational aspects of running a crisis center to ensure SLAs are met with partners and customer experience is of a high standard.
This will entail managing the Crisis Centre agents performance and continued commitment to improvement and efficiencies.Job responsibilities :
Responsible for overseeing all operational aspects of running a crisis centre
To achieve set SLA targets with partners ensuring quality of service and contractual obligations are met
To oversee all reporting and performance KPI’s
To be able to summarise and write reports for external stakeholders on crisis centre performance
Manage staff compliment of circa 10-15 employees and schedule work patterns
Be able to motivate and ensure high quality performance
To train and improve agents performance
Mange some budgetary requirements
To continually be committed to improve performance and efficiencies for the benefit of 24 / 7 and our partners Requirements Minimum qualifications and experience required : Essential :
Matric is essential ( proof of which must be available at interview stage)
Must have at least 12 months relevant Team Leader experience
No Criminal Record
Must have some client services background & or crisis management background (Control room) Desirable :
Must pass relevant assessments related to product offerings
Previous experience in crisis centre / emergency services management Characteristics of the required candidate :
Be customer focused, empathic and provide good customer service
Be an excellent communicator
Have outstanding negotiation and decision making skills
Must be mature
Be able to work under pressure and remain calm under stressful situations
Must understand maps and locations
Be self-motivated, results driven
Be able to think quickly and work independently
Have a positive attitude
Have a good attendance record
Should not have any warnings and should not be on any performance programs Working hours- Candidate must be able to work shifts and public holidays Please note that should you not hear from us within 14 working days from the date the advert closes, you may consider your application unsuccessful.
Thank you for choosing Talksure as your employer of choice. Job Closing Date 07 / 10 / 2020