Minimum Requirements:

• Minimum of 3_ years’ experience in Zone Control / Call Centre Experience.
• 1 year experience as a Team Leader within Zone Control / Call Centre environment.
• Comprehensive knowledge of the LRA and BCEA and hand-on experience in Industrial Relations (disciplinary enquiries)

Qualifications:

• Matric (essential).

Computer packages:

• MS Word (Intermediate)
• Excel ((Intermediate)
• PowerPoint (Intermediate)
• Outlook (Intermediate)

Electives:

• Analyzing of telephony information
• Strong organizational abilities
• Strong attention to detail
• Strong customer engagement abilities

Duties and Responsibilities:

• Monitor and manage all workflows in line with standard operating procedures.
• Monitor and manage reports to meet customer service level agreements.
• Keeping accurate records of workflow volume for each step of the work flow process.
• Managing the processing of parcel deliveries in line with standard operating procedures.
• Query Management and resolution.
• Monitoring productivity in line with standard operating procedures to meet customer service level agreements.
• Managing staffing in line with company procedures.
• Allocating and planning of resources in line with standard operating procedures to meet customer service level agreements.