Ongoing Recruitments at Technobrain

ROLES AND RESPONSIBILITIES

• Project Excellence
• Liaising with clients to identify and define project requirements, scope, and objectives
• 100% or Number of recorded Team Productivity based on Actual Production against defined target
• 100% delivery of project within schedule, effort with minimal variance as per signed off project plans defined in operations requirements and client agreement
• Number of accomplished daily assignments as per contracted projects i.e. Team hourly performance etc
• Number of adequate closures of escalated client queries resolved within defined SLAs
• 100% adherence to shift management rotter to deliver project as per operations requirements
• 100% of Productivity met as per monthly target for assigned projects
• Complete, prompt, error free periodic comprehensive project documentation, plans and reports
• 100% Support in billing process
• Customer Satisfaction
• TAT of delivered tasks/projects within set SLAs
• Score of CSAT of 4 out of 5 as per feedback forms
• Number of client value addition opportunities demonstrated to ensure up sale or cross selling for purposes of improve quality of work i.e. quality score and number of recommendations in MBR, Ops Review/ISO review
• Zero escalation from clients
• Client retention %
• Number of increased billable seats per month
• Resource Management
• 100 % Team Attendance as per schedule
• Number of team capacity building, coaching, mentorship/job shadowing of resources to optimize productivity at all times
• Minimum of 4% attrition rate of resources allotted within a project
• Number of visible praises to team on productivity matters
• Quality of feedback from direct reportees regarding clarity of role, assignment delegated and engaging conversation that drives improvement and productivity within team
• Governance
• Professional usage of company systems ie skype, internet, social media
• No of reported breach of Company policies
• Individual Stretch
• Proactiveness and owning the tasks and deliverables
• Problem Solving Eg Number of Visible contribution to resolution of critical problems issues faced throughout the project/product lifecycle (Number of issues/risks identified)
• Communication with stakeholders Zero communication gap among the stakeholders (max 2 issues during product mapping based on client requirements)
• Number of fresh approaches ideas introduced (Number of innovative ways to reduce overall project cost and timelines, increase customer satisfaction)
• No of active team learnings initiated and/or participated per annum.
• Visible team learning circles and knowledge sharing on platforms and further forward thinking on project competencies weekly
• Number of innovative ideas shared and implemented per annum within assigned processes to improve productivity matrices
• 100% compliance to SLAs, Severity levels timelines, procedures and processes of project schedules and work schedule attendance

PERSON SPECIFICATION

Academic Qualifications

• Bachelor’s degree in Business or related field.

Experience Requirement:

• Minimum 5 Years’ experience in call center management.
• Experience in managing a team of people managers
• Good understanding of call center KPI’s and SLA’s
• Written and verbal communication Skills

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Requirements

Monitor the delivery of operational targets according to agreements

• Review half hourly/ daily/ weekly/ monthly service levels, handle times, adherence to schedules, productivity, and deviations to forecasted volumes or scheduled staff. Planning analysts must be able to account for every minute of every agent activity of every day.  
• Compile daily, weekly, monthly, and quarterly reports and discuss/ address areas of improvement with their Workforce manager. 
• Utilize planning methodology to support outcomes positive to the organization from multiple data sources using new and emerging technology. 
• Support an environment of continuous improvement utilizing all technology available to automate and enhance the planning processes. 
• Enable self-serve for operational reporting and daily insight in to plan build detail. 
• Understand data and trends to inform effective outputs and decisions with challenge, review and implement in mind. 
• Deep understanding of seasonality within different lines of business to plan effectively and mitigate exposure to risk.
• Identify and highlight to Workforce manager any opportunities for service and process improvements.
• Engage with Workforce Manager & Operations teams on improvement opportunities with regards to workforce configuration and the continuous improvement of our forecasting and scheduling processes across the 16-week window.
• A forward-looking view up to 12 months out, planning, reviewing, and mitigating impacts of requirements across the business.
• Maximize WFM to ensure the correct racking and procedures are aligned and in place to support effective delivery of campaign service levels.
• Utilize all effective tools within WFM to simplify operational interactions with the planning team.

Client Relationship Management

• Support the real-time analysts by providing a steady stream of information to the teams - service delivery, business planning, account management, and to operational teams.
• Work directly with the client as needed to plan in Adhoc or contractual requirements to ensure service levels are maintained.
• Provide insight, scheduling outputs and commercial detail as required for all reporting internally and externally.

Financial Management

• Provide both accurate demand forecasts and efficient schedules against those forecasts to the business to maximize the revenue generation whilst minimizing absence and attrition through maintaining an effective work/life balance for the advisors.
• Using best in class methodology to create efficient, optimized schedules with a constant review and challenge on best fit.
• Support recommendations on data driven insight obtained to maximize revenue.
• Understand and detail the 12-month rolling window to identify and mitigate risk or opportunity.

Effective Generation of Schedules

• Prepare timely and effective agent schedules optimized to meet business needs for quality and efficiency, and to accommodate Contact Centre drivers.
• Schedules are required for current and new employees for normal operations and “special days” such as public holidays.
• Schedules must incorporate the availability, shrinkage and workload assumptions agreed within the business.
• Schedules to be mutually agreed internally and externally with minutes to be produced by the Planning Analyst for all meetings with stakeholders.
• Ensure appropriate governance is given to management of agent data (POPIA) and an effective JML process is defined.
• Maintain accurate records in the appropriate planning systems and that the data is utilized in the correct capacity.

Accurate Forecasting

• Produce timely and accurate forecasts, including workload, resource requirements and resource planning in support of financial and operational targets.
• Review the accuracy of forecasts on an on-going basis, reporting to the Planning Manager on exceptions and recommended actions for improvement.
• Review the quality of all forecasts and impact assessments before submission to the Planning Manager for sign-off and wider communication.

Level of Authority

• Subject Matter expert for their area.
• Planning time frame ranges from quarter hourly up to 16 weeks.
• Decision maker on revenue impacts from scheduling, headcount and planning of offline activity.
• Responsibility to ensure operational costs are controlled through effective planning processes and governance.
• Supporter of all change activity into the business producing impact assessments where needed.
• Maintain change control governance to contractual impacts, operational service levels and planning risks.

Skills and Competencies

Skills and Competencies required for adaptability in the role

• Planning and Organizational Skills; defining required performance standards and meeting service levels; manage resources in the short to medium term.
• Strong and adaptable communication skills, particularly the communication of often complex scenarios to myriad audiences of widely varying technical knowledge.
• Business Analysis: ability to analyze and interpret the metrics.  The ability to analyze large data sets quickly, identify anomalies and highlight issues and areas for improvement to deliver accurate forecasts and schedules to the operation within agreed levels of service.
• Financial management: ability to create and develop accurate forecasts;
• Logical thinking with the ability to define and deliver against strategic priorities.
• Stakeholder relations; managing the expectations of senior internal and external customers.
• Relationship Management: ability to balance internal vs external customer requirements.
• Adaptability / Resilience with the ability to work under intense pressure from clients and CCI teams.
• Initiative / Proactive –Constantly seeks opportunities to best utilize resources.

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Role and Responsibilities

•  Design, develop, and deliver training programs and materials for contact center agents, ensuring alignment with organizational goals, objectives, and industry best practices.
•  Conduct training sessions, both in-person and virtually, to educate agents on contact center operations, customer service techniques, product knowledge, systems and tools usage, and company policies and procedures.
•  Create engaging and interactive training materials, including presentations, job aids, e-learning modules, and assessments, to enhance learning retention and transfer of knowledge.
•  Collaborate with subject matter experts, supervisors, and other stakeholders to identify training needs and develop appropriate content and materials.
•  Evaluate training effectiveness through assessments, knowledge checks, and feedback sessions, and make necessary adjustments to training programs to ensure continuous improvement.
•  Provide individual coaching and support to agents, addressing performance gaps and helping them develop the necessary skills and knowledge to meet performance goals.
•  Keep up to date with industry trends, best practices, and emerging technologies related to contact center operations and customer service and incorporate relevant information into training programs.
•  Stay informed about changes in products, services, systems, and policies, and update training materials and content accordingly.
•  Assist with onboarding new agents, conducting orientation sessions, and ensuring a smooth transition into their roles.
•  Collaborate with supervisors and quality assurance teams to identify performance improvement opportunities and provide targeted training interventions as needed.
•  Maintain accurate records of training activities, attendance, and performance evaluations.
•  Learner retention rate.
•  Job performance impact. 

Experience Profile​​​​​​​

•  Proven experience as a Contact center Trainer or in a similar role within a contact center environment.
•  Strong knowledge of contact center operations, customer service principles, and best practices.
•  Excellent communication and presentation skills, with the ability to deliver training sessions in an engaging and impactful manner.
•  Proficiency in instructional design principles and adult learning techniques.
•  Experience creating training materials and utilizing various training delivery methods, including classroom training, e-learning, webinars, and on-the-job training.
•  Familiarity with learning management systems (LMS) and other training technology platforms.
•  Strong analytical and problem-solving skills, with the ability to assess training needs, evaluate training effectiveness, and make data-driven recommendations for improvement.

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Key Responsibilities:

• Design, develop, test, automate and launch new dashboards and reporting solutions across the business.
• Undertake detailed analysis to identify cost saving opportunities across all areas in the business as well as identify any income leakages and / or income enhancement opportunities and follow through to have them implemented.
• Creating, maintaining & analyzing focused management reports and dashboards to drive productivity both overall for the business, business segments, as well as for individual employee performance measurement.
• Researching, communicating, and presenting analytical findings for senior management to enable proactive business decisions and / or quick reaction to the changing business environment.
• Ensuring effective Business data governance. This includes data quality and data management surrounding the handling of business data as well as identifying process improvements to streamline data collection and report generation.
• Providing data driven analysis at Business processes, to bolster improvements in the client focus efficiency, accuracy, and effectiveness of these processes.
• Defining inputs for ad hoc Business Case justification to support department Projects
• Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
• Participate in cross-functional meetings to resolve recurring customer issues
• Link to IT & other source departments on system issues.
• Review system reports and performance indicators to locate improvement opportunities on process, service, and resource planning.

Academic Background:

• Degree/Diploma in Mathematics, Economics, Computer Science, Information Management or Statistics.

Work Experience:

• At least 2 years’ experience in a large 24/7 and diverse customer support operation.