Job Description

Main purpose of Job

Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to. 

Key Performance Areas:

Strategic Impact

• Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
• Positive impact on broader team

External/ Internal Client Impact

• Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)
• Produces timeous and accurate work in support of the broader team’s delivery
• Raises issues promptly that may impact broader delivery
• Work is accurate and on time

Operational Effectiveness

•  Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
•  Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures
• Provides wrap-up reports to superior
• Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
• Quality outputs that meet deadlines
• Accuracy negates risk of output 
• Quality reporting
• Business requirements are achieved

Development/ Growth of Team (Detail applicable to role)

•  Actively works to address identified development areas
•  Visible attention to own development

Budgets/ Profitability

•  Effectively uses time, equipment and resources  
• Accuracy of financial records

Specialiased Competencies

• Provides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s.
•  Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients
• Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes
• Matters escalated and guidance sought where necessary
•  Effective and accurate provision of feedback to callers as required
•  Accurate timeous and professional support with ad-hoc TOA projects as required and directed
•  Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements

Qualifications

Minimum Qualification

• Matric

Desired Qualification

• 3 Year Diploma, preferably Forensic and or Call Centre based qualification

Minimum Experience

• 2 – 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command, i.e. 100 % fluency English and Afrikaans is a necessity

Desired Experience

• 2 – 3 years working experience, preferably in a contact centre would be an advantage