Pretoria Metropolitan Area
To innovate and improve business processes, business rules, SOP’s, simplify business processes. Communicate and remove redundancies within processes in order to attain higher service levels and increase operating profits and reduce tactical spend within the business.
Inbound callcentre planner for +/- 1600 agents • Provide forecasting and scheduling to meet customer demand and according to the agreed principals for your respective areas. • Own the scheduling process and maintain the applicable deliverable dates laid out as part of that process. • Manage key stakeholders effectively • Ensure that there is contingency across all functions • Achieve as a minimum a direct correlation between scheduled and required staff of 0.85 • Maintain forecasts within a 10% variance on a daily, weekly and monthly basis. • Planned service levels for the month of 90%/30sec inbound call center. • Long term resource planning and recruitment plan to be maintained end to end and according to agreed principals.
Full time BSC: Applied Mathematics and Physics student
Forecasting and scheduling of inbound call centre Training calendar coordination Campaign calendar coordination Capacity planning Schedule maintenance on a daily basis for call centre Problem reporting and monitoring Researching and implementing new projects Training and information sessions Daily call centre reports Creating documents & reports on request Supervised junior staff member performing planning and monitoring roll
Forecasting and scheduling of inbound call centre Training calendar coordination Campaign calendar coordination Capacity planning Monitoring inbound lines in order to maintain service level Skill swapping in order to maintain service level Schedule maintenance on a daily basis for call centre Monitoring consultants: Adherence Software, hardware & change requests Problem reporting and monitoring Supporting call centre with technology and equipment Researching and implementing new projects Training and information sessions SMS communications to team leaders and management Daily call centre reports Creating documents & reports on request
Client services consultant o Assisting clients with queries & maintenance on there credit card accounts Authorisations consultant o Authorising of transactions on clients credit card accounts o Authorising of transactions on other financial institutions credit cards o Assisting merchants & other financial institutions with authorisation queries & cancellations Creation of stop report in conjunction with card control o This is a report on all cards incorrectly stopped & rectifying the mistakes
Processing of mortgage loan applications Verifying that information on documentation match information captured on profiles and application Capturing of information from documentation Creating and maintaining profiles for clients Doing all necessary inquiries for application Running software application to give a decision on the application Forwarding application to relevant department – depending on decision reached Updating referral and electronic document in order to keep track of where the application is Communicating decision to source of application Creating a document containing information of the decision reached and emailing it to the source of the application Making sure the interest rate on the granted application are equal to or better that any standard rate Forwarding application to relevant department – depending on decision reached Updating referral and electronic document in order to keep track of where the application is
Day do day running of shop Control of cash flow Banking Dealing with customers Stock ordering Stock capturing Opening of shop and lock up Collection of stock Transporting of printers to be repaired to repair site