• Ad Placed : 19 Feb 2020 09:00:24 Affiliate ad
• Remuneration : PER MONTH
• Employment Type : Full Time
• Employment Level : Senior Management
• Industry :
• Management
  General Management
• Region : Kwazulu-Natal
• Company : Time Personnel

Are you involved in operations and management within a Call Centre who can coach and motivate Call Centre Agents in their field of service? Ideal National Company for you to join if you are good with operations and are analytical with excellent management skills in motivating and developing your team.

REQUIREMENTS:

Grade 12

Minimum 3 years’ in a Supervisory role in a Call Centre environment

Good Computer Skills

Good People management skills

Ensure professionalism and efficiency within your department

Valid driver’s license with own vehicle

DUTIES:

Management of departmental teams and quality of their workload

Management of processes and efficiency within all areas of your departments

Ensure customer satisfaction at all times – attend to any escalated customer complaints within 24 hours of the complaint

Training of the staff within the department

Manage and carry out disciplinary matter in the departments under the guidance of the HR department

Analysis of employee customer call quality of your department

Maintenance and upkeep of mailboxes affiliated to the department

Ensure customer Service Level Agreement requirements are adhered to

Ensure departmental Codes of Practice are adhered to

Management of capacity planning

Workload overflow assistance

Current Service Level Agreements managed

Weekly customer complaints and rectifications – report back

Service quality to customers

Setup and Checking of Bureau performance reports

Validating new Bureau customer take on forms before account is opened

Setting up vehicles on Bureau

Management and actioning of the CRM regarding the Service Level Agreements and Minutes of Meetings and the timing thereof

Conduct customer satisfaction surveys as required by the company

Monitor and report on Regional Key Accounts staff – planned versus actual customer visits

Salary:    Dependent on experience

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We currently are looking for Telesales Team Leaders within the long term insurance space.

Responsibilities:

Manage a team of up to 10 – 15 call center agents

Enforce procedures to ensure sales agents only sell products and services that customers want and understand

Regularly monitor calls per sales agent, ensuring compliance to call flows and script guidelines

Track and monitor schedule adherence of sales agents

Ensure that the Quality Assurance team monitors calls per sales agents, per month, ensuring compliance to scripts, policies and guidelines

Regularly coach, mentor and develop sales agents in order to maintain a high level of productivity

Provide the sales agents with access to training and resources for their personal development

Performance management of non-compliant sales agents and taking appropriate action when necessary

Verify that sales agent’s compensation and remuneration discussions with customers promote fairness, honesty and integrity when closing the sale

Ensure ongoing verification of the sales process and call content for sales agents\

Requirements

Matric or Equivalent

Credit and Criminal Clear

Minimum of 2 year telesales team leader experience in Life Insurance e.g. Funeral Insurance and Personal Accident products

Excellent communication skills

PC Literate

Strong knowledge of administration and clerical processes

Must comply with FAIS fit and proper requirements (RE Exam & FAIS credits/ financial qualification)

RE 5 qualification essential

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Our client is a leading South African manufacturing facility based in Durban. They are currently seeking the services of an AA CFO, who will report directly to the CEO and be based in the Finance department.

Overall Job Purpose:

Reporting to and working alongside the CEO, the CFO will not only be an exceptional Accountant and hands-on with company finances, but will also be commercially aware, input and lead on specific financial projects and advising on the best finance strategy for the business. The role is specifically tasked to lead the Finance team in end to end delivery of Accounting, Reporting, Control and Compliance, IT and Tax to drive performance outcomes in line with agreed plans.
The role has overall accountability, control and responsibility for all financial aspects of the company’s strategy and is expected to oversee the performance analysis and alignment with shareholders. The accountability is extended to delivery of the annual financial statements and interfaces with external audit.
The role is expected to manage and lead a cross-discipline team to deliver the best results aligned with business strategy and goals. Excellent leadership and communication skill across all levels of staff is key, including having to work with various departments to align goals to the enterprise financial framework.

Minimum Qualifications and Experience Required:

• Post Graduate Financial qualification – B.Com Accounting Honours with Financial and Management Accounting or equivalent.
• Chartered Accountant (SA) would be an advantage.
• Minimum 7 to 10 years working experience in an accounting related field, management and financial control experience preference.
• High level of business and financial knowledge.
• Commercially and technically strong, insightful and influential leader with the ability to operate at both strategic and operational levels.
• Experience in balancing financial and business needs to deliver business performance.

Business and Financial Accountabilities:

• Financial control management.
• Financial accounting and reporting.
• Prepare audited annual financial statements.

Customer and Stakeholder Accountabilities:

• Steer the Board on compliance to Regulation and Legislation.
• Company/Board Secretarial duties.
• Minutes of Board meeting and management of Board meetings action tracker.
• Compliance to Companies Act / Secretarial requirements.
• Reporting areas of non-compliance to MOI/Co-Ownership Agreements and Companies Act.
• Director induction and training: Directors duties, responsibilities and powers.
• Interaction with Board and individual Directors and shareholders
• Board papers co-ordination.
• Ensure capital investment is shareholder policy compliant.
• Balance shareholder accounts monthly with shareholders sign off.
• Properly supported inter-company proforma invoices.
• Management of the shareholder funding model.
• Funding imbalance calculations with integrity.

Operational Processes Accountabilities:

• Budgets control.
• Fixed assets.
• Taxation.
• Insurance.
• Financial and performance reporting.
• Compliance and risk management.
• Dealing with Auditors and Banks.
• Business plans.
• IT – Quality of Financial and Operating Systems.
• Tender Board – participate in all meetings.
• Ethics and Compliance.

People and Leadership Accountabilities:

• Direction and leadership on financial and other organizational matters.
• Development of policies and strategies for the finance team (AP, AR, financials (financial, stock, fixed assets and cost accounting).
• Marketing and promotion of company values and behaviour.
• Statutory requirements.
• Development and maintenance of systems of internal controls.
• Steer the Board on compliance to regulation and legislation.
• Company/Board Secretarial duties.
• Active participation in finance-related meetings and forums.
• Proactive management and development of the Finance team.
• Succession planning of finance staff.
• Promote organizational values and for the instilling of the values within the teams.
• Seek out opportunities to improve the function and support process – continuous improvement.
• Ensure compliance to company policies.
• Meet the annual cost and other planned targets.
• Supervise, motivate and appraise staff reporting directly.
• Implement training, development and succession plans.
• Ensure appropriate Corporate Governance practice.
• Ensure integrity and accuracy of financial statements.
• Ensure Board/Secretarial compliance to Companies Act.

HSSE and Quality Accountabilities:

• Participate in regular site and activities audits thereby ensuring compliance to HSSE and Quality (IATF) standards, procedures and management system elements.
• Form part of an annual management review of HSSE-MS and Quality – MS and their performance elements.
• Support of company HSSE and Quality policies, procedures and standards.
• Share best practices and learning.
• Develop and promote cultural shift.

Essential Knowledge and Skills:

• Accounting and tax.
• Reporting and analysis.
• Administration and management.
• Performance bias.
• Financial management.
• Partnership and teamwork.
• Risk management and control.
• Business awareness.
• Audit and assurance.
• Good decision maker.
• HSSE leadership and commitment.
• Product Quality leadership and commitment.
• Problem solving.
• Business controls management.
• Lead and coach cost efficiencies/management behaviours.
• Champions stakeholder focus (shareholders, suppliers and other customers).
• Build shared vision: align team & own goals with organization’s vision.
• Maximizes business opportunities: sound judgement (Risk & Benefit).
• Demonstrate courage and self-mastery.
• Motivate, coach and develop others.
• Demonstrate personal effectiveness.
• Lead and coach and cost efficiencies/management behaviours.