Overall Purpose of the job: 

The successful incumbent will be responsible to assist with processing and maintaining all administrative duties to ensure optimal operational functioning within the customer service department.

Minimum qualifications and experience:

• Matric 
• A minimum of 2 years customer service experience
• At least 2 years administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word and PowerPoint

Main duties & Responsibilities:

Workforce

• Review forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Complete agents' schedules within agreed timelines and in line with call volumes, average handling time and shrinkage forecast
• Monitor adherence and report to supervisor for actioning
• Optimise forecasting accuracy
• Create and manage processes to optimise accurate forecasting
• Real time monitoring in collaboration with department supervisor

Reporting

• Consolidate and analyse management reports
• Extract and report on consultants daily, weekly and monthly performance
• Data analysis and outline key department challenges
• Monitor and report on system inefficiencies
• Track and report system downtime

Systems and processes

• Identify procedural issues that affect operational efficiency
• Log requirements with respective developers to ensure issues is addressed
• Document system change requirements in line with management need
• Support other role players within the division to ensure that standard operating procedures remain up to date and relevant

Project management

• Meeting with project clients to assess their needs and define project requirements, acceptance criteria and project timelines
• Assign tasks to team members and help them understand what’s expected from them in terms of project milestones and deliverables
• Be the liaison between the project team and ADT SD team throughout the project life cycle
• Help monitor project progress and team members’ performance and provide updates to project stakeholders
• Schedule stakeholder meetings, document and generate project and post implementation reports
• Foster cross-team collaboration to help project team members complete project tasks and produce deliverables

People

• Create new user access
• Creating new campaigns
• Manage teams access levels
• Department leave planning with supervisors

Behavioural Competencies

• Team player
• Drive for results
• Action orientated
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)

We reserve the right not to make an appointment to any advertised position. Whilst

preference is always given to existing employees and the choice made is purely on merit,

Historically Disadvantaged Candidates and Black Female Candidates are encouraged and

supported in the FSG team. Whilst black female candidates will be given priority as per

our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on

continuous development of our human capital as the key resource to our success in the

markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the

closing date, please regard your application as unsuccessful.