Job Description

PURPOSE OF JOB:

Support collaboration of service delivery and interlock functions to manage risk in service delivery to an acceptable level. Help increase the level of awareness and compliance with policy and process related matters. 
MAIN ACTIVITIES / TASKS:

Query Resolution

Attend to escalations and do a follow-up to make sure that they are closed and that the customer is satisfied.

Performance Monitoring

Maintaining the SLA of the department with or without resource capacity.
Drive your team to over achieve the targets.
Accountability for non-delivery with accompanied action plans to correct non-delivery
Make sure that agents are using GPH or productivity tracker

Process Optimisation

Maintenance of Process Documents.
As a SME, all processes should be mastered for the entire department to enable cross-utilisation 
Input in Creation of Action Plans as SME’s

Effective People Management

Running the floor to make sure that agents are working optimally.
Managing the performance of the team and having regularly 1:1 session to understand poor performance
Staff allocation daily/weekly/monthly
Manage disciplinary issues and absenteeism - regular updates on corrective/disciplinary action taken

Reporting

Weekly updates of teams
Communication with and among team – Inform systematically of any issue or any plan which cannot be respected
Follow-up and accurate feedback on automation


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Qualifications

COMPETENCES AND EXPERIENCE:

People Management
Process Improvement
Risk Management
Statistical Analysis and Reporting

EDUCATION:

Matric

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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