Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa\u2019s leading financial long and short term insurance providers. Our portfolio includes South Africa\u2019s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa’s first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We\u2019re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We\u2019re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.<\/p>\n
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Job Title: Real-Time Administrator: WFM<\/strong> Contribute to day to day operational excellence by monitoring agent behavior according to internal scheduling and track achieved targets on a half hourly basis. Resolve the operational performance variance and escalate to higher levels when required. Analyze the trends and work activities on a daily, weekly and monthly basis and support future planning activities for the work force and contributes to FTE target planning.<\/p>\n RESPONSIBILITIES:<\/strong> Work Scheduling and Allocation:<\/strong> Insights and Reporting:<\/strong> Data Collection & Analysis:<\/strong> Performance Management:<\/strong> Operational Compliance:<\/strong> Project and Program Stakeholder Engagement:<\/strong> Improvement \/ Innovation:<\/strong> Administration:<\/strong> Personal Capability Building:<\/strong> Requirements:<\/strong> General Experience:<\/strong>
\nLocation:<\/strong> Fourways, Gauteng, South Africa
\nReference #:<\/strong> RTA\/08\/2021
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nOperations and Customer Experience Management:<\/strong>
\nMonitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets.
\nIdentify potential bottle necks and raises red flags in a timely manner for the
\nOperations team to respond.
\nDrive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working\/dialling.
\nIdentify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model).<\/p>\n
\nDevelop short or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
\nAchieve daily, weekly and monthly agent adherence to schedule as per defined targets.
\nManage schedule change requests and schedule administration updates.
\nSchedule and responds to escalated issues and ad-hoc requests.
\nMake immediate changes to the schedule to mitigate the risk of not achieving
\nCustomer targets.<\/p>\n
\nAnalyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.<\/p>\n
\nCollate and analyze data using pre-set tools, methods and formats to understand the impact of the customer experience.<\/p>\n
\nRespond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; ensure the RTA team processes their log allocations efficiently and correctly; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.<\/p>\n
\nIdentify, within the team, instances of non-compliance with the organization’s policies and procedures and\/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
\nEnsures the RTA team processes Webstation and SysAid requests within the rules, and within the required TAT.<\/p>\n
\nDeliver stakeholder engagement activities to support development of effective working relationships and to identify and respond to stakeholder needs and concerns.
\nCommunicates with the internal stakeholders on the real time results (from Team Managers to Head of Brands).
\nProvides remedial solutions to stakeholders in order to protect Customer Experience.<\/p>\n
\nIdentify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.<\/p>\n
\nProduce, update and provide best practice support on complex MS documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
\nManage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.<\/p>\n
\nDevelop own capabilities by participating in assessment and development
\nplanning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation and labour law legislation, and industry best practices through ongoing education.<\/p>\n
\nEDUCATION:<\/strong>
\nGeneral Education:<\/strong>
\nGrade 12\/ SAQA Accredited Equivalent (Essential);
\nBachelor of Commerce\/ Information Technology or equivalent (Advantageous);
\nAvaya\/CMS, IEX,
\nQstory experience and knowledge
\n(Advantageous); Lean Six Sigma
\nWhite\/Green Belt Certification (Advantageous)<\/p>\n
\n2 or more years experience in a contact centre and\/or team lead experience (Essential);
\nPrevious workforce management experience (Advantageous)
\nExperience in financial services industry (Advantageous)<\/p>\n