Job Opportunities at Jobsikaz - 5 Positions

The individual will manage extensive, complex projects simultaneously and lead project teams. The person will also be responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.

Responsibilities for the Project Manager Job

• Experience with analyzing and documenting business requirements and interfacing with application developers
• Good understanding of systems development lifecycle
• Experience in managing global projects in a matrix organizational structure
• Leadership and adaptability when facing unique challenges encountered on projects
• Proven ability to work independently and in a multi-tasking environment
• Strong analytical and problem solving skills. Must have good follow-up with strong attention to detail
• Strong written and verbal communication skills
• Strong meeting organization and facilitation skills
• Team player with good conflict resolution and influencing skills
• Track record of managing work to achieve milestones on time and within budget in a fast-paced environment
• Proficient in using Microsoft Office products (Word, Excel, PowerPoint, Project, Visio; Access is a plus)
• Manage the successful and timely completion of business and system-related projects to achieve business goals, including the identification and management of risks and issues which can impact project delivery.
• Work collaboratively with cross-functional teams to develop comprehensive project plans and obtain required commitment. Project plans include: scope, roles/responsibilities, tasks/schedule, resources assignments, cost, quality assurance, communications, integration requirements, testing, and risk and issue management.
• Perform cost/benefit analysis for proposed projects. Track actual benefits vs. planned project results.
• Ensure all stakeholders and their needs are identified and managed.
• Effectively manage project work within the approved scope.
• Lead development of work breakdown structures and create detailed project schedules. Understand the dependencies and inter-relationships of the tasks and deliverables.
• Track actual schedule and costs against the project estimates. Report significant variances and develop corrective action plans, project plans and routine updates on project status and issues/risks to the project team, stakeholders and management.
• Schedule and lead project meetings, including preparation of meeting agendas and meeting minutes. Track and follow-up on action items to closure.
• Utilize project management best practices.
• Handle project administration regarding the project library, deliverables tracking, issue/risk inventories, meeting scheduling and coordination, accomplishments reporting, etc.
• Develop user acceptance test plans and coordinate their execution.
• Handle routine status and metrics reporting on Business initiatives portfolio; prepare presentations for Business leadership.

Qualifications for the Project Manager Job

• Minimum Bachelor’s Degree, Project Management Certification preferred
• Minimum 5-7 years experience in project management and business analysis with experience using a structured methodology
• Business process experience is Mandatory
• Experience with Call center processes or systems is a strong plus

Salary: 100 – 160k

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The Reporting Analyst will be reporting to the MIS Manager, call centre reporting analyst will provide reporting and database development support to the business

Responsibilities for the Reporting Analyst Job

• Design and development of databases, spreadsheets, and reports as requested by the managers
• Analysis and reporting of data from electronic data sources
• Define problems, independently conduct research as necessary, formulates solutions, makes recommendations
• Undertakes fact-finding and analysis; assists in the preparation of reports, correspondence, visual presentations, and other materials.
• Oversees and facilitates flow of information between and among operations, departments and campaigns
• Ensures that deadlines are monitored appropriately and informational reports are received from relevant program managers in a timely manner.
• Prepare, develop and analyze daily, weekly, monthly and quarterly reports and presentations on Key
• Performance Indicators and other key statistical data on the Service Center that will be presented to various management groups.
• Consult with management regarding trends and changes needed in the Service Center to promote success.
• Lead efforts designed to improve service levels within the organization by ensuring the most efficient use of current technologies and resources.
• Serve as a resource to Service Center Interns assisting with various data collecting tasks.
• Analyze raw data and develop written reports and summaries for various internal and external sources.

Qualifications for the Reporting Analyst Job

• A college diploma or Degree in information technology or computer engineering preferred
• Must have worked in a call center environment
• Knowledge of contact center fundamentals
• General knowledge of computerized data management and micro computing systems and experience with word processing, spreadsheet, database, statistical, and presentation software as well as other text, communications and relational database software
• High level proficiency using Excel (e.g. formulas, macros, pivot tables, conditional formatting and linking).
• Proven ability to work independently, cooperatively as a member of a team and to coordinate efforts and collaborate with a variety of individuals
• Excellent oral and written communication skills
• Demonstrated advanced technical competence with MS Excel and MS PowerPoint
• Strong communication and interpersonal skills
• Possess solid business logic and analytical skills
• High level of attention to detail and excellent follow-up skills
• Excellent analytical abilities with the ability to evaluate information and identify trends and key issues.
• Ability to prioritize and multitask in a fast pace environment.
• Ability to utilizes multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS, Avaya Aura and IEX Workforce Management applications).
• Ability to create easy to understand dynamic charts, diagrams and graphs to support findings.
• Intermediate level proficiency using Microsoft Access, Word, PowerPoint, and Outlook.
• Ability to maintain a high degree of confidentiality; signed confidentiality agreement required.
• Knowledge and experience in Visual Basis and SQL a plus.

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Responsibilities for the Engineer Internship

• Data Management
• Data lists clean up and formatting using MS Excel, SQL and PHP scripts
• Uploading data lists to internal CRM
• Generating list reports on lists loaded to the system
• Generation of reports
• Run SQL queries on Mysql DB to generate reports
• Modify or create new SQL queries to pull a report
• Create PHP scripts in MVC framework to interact with Database and generate a report
• Applications and System support
• Troubleshoot systems and database engine malfunctions
• Resolve systems errors and document an error register
• Communicate effectively on applications development downtimes
• Systems, Process and User Manual Documentation
• Document requirements based on discussion with Application Dev team
• Create Process document, to govern applications process undertaken
• Create User Manual of new and existing CRM with help from Application Dev team

Qualifications for the Engineer Internship

• Bachelors of Degree in IT related field
• Office proficiency
• Knowledge and understanding of OOP programming in PHP
• Knowledge in SQl , MySQl Database
• Familiar with MVC framework
• Initiative and goal driven
• Team Player
• Good Communication Skills

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Responsibilities for the Service Delivery Manager Job

• Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
• Undertakes daily reviews of operational and quality management processes to identify gaps and areas of improvement.
• Carries out weekly reviews with the various Operations staff to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
• Designs and/or recommends appropriate process improvements for operations and quality management for each account.
• Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
• Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
• Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
• Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
• Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
• Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
• Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.

Qualifications for the Service Delivery Manager Job

• A basic tertiary education of diploma/degree.
• Call center experience is Mandatory
• Proficient in MS Office Suite and data analysis tools.
• General understanding of ICT
• Minimum of 5 years of management experience in financial services, Data or telecommunications industry managing large teams of not less than 50.
• Experience in leading initiatives and business strategies internally to improve day to day operations
• Proven experience in process improvement and quality management.
• Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
• Excellent communication and presentation skills.
• Exceptional customer service skills are mandatory.
• Demonstrated ability to meet set performance targets, proven documented track record (advantage if within a call centre environment).
• Excellent coaching and feedback skills.
• Demonstrated cost awareness & business savvy.
• Experience in project management will have an added advantage.

Key competencies and attributes:

• Target and Results driven
• Excellent leadership skills
• Strong interpersonal skills
• Decision-making skills
• Independent thinking
• Excellent verbal and written communication skills
• Exceptional reporting and presentation skills
• Good conceptual reasoning
• Solution driven attitude
• Stress tolerant and resilient
• Self-motivated
• Initiative
• Ability to assimilate new information quickly
• Flexible and adaptable
• Team player
• Proven conflict management skills
• Reliable and committed
• Good negotiation skills

Salary: Negotiable

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Position Summary:

The Quality Manager serves as the primary account management contact for the client and is responsible for driving performance and ensuring client satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent client needs and goals within the organization to ensure the highest level of accuracy and quality. In addition, the Quality Manager should build relationships with clients to encourage new business opportunities with all accounts.

Responsibilities for the Quality Manager Job

• Directing, monitoring and adhering to set out department processes and procedures as per client and organizations expectations
• Train new hires and existing staff on account specific modules and requirements , when applicable
• Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
• Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
• Provide support to new agents during the nesting period by scheduling coaching sessions.
• Create content for various trainings to be conducted in the account
• Custodian of the knowledge base and ensure it is regularly updated.
• Ensures that client issues are dealt with in an efficient manner
• Aware and in pursuit of opportunities for account growth and new business, by involving the Client
• Relationship Manager and the rest of the senior management team.
• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.
• Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards
• Provide feedback to the Training & Quality Service Delivery Manager on areas that will improve customer experience, sales, soft skills, call quality and procedures
• Ensure the supervisors are following department protocol and takes actions against non-performance accordingly
• Recruitment of entry level with the Training & quality department and customer service representatives/Sales agents

Qualifications for the Quality Manager Job

• A Bachelor’s degree
• Fluent in the English Language
• Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
• Minimum 2 years of work experience in a Call Center training & quality environment
• Experience in supporting, supervising and motivating professional staff

Key competencies and attributes

• Extremely detail oriented
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Ability to resolve complaints on an escalated level.
• Plans and carries out responsibilities with minimal direction
• General management, organizational and time management skills required.

Salary: Negotiable