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Department
Human Resources, Auditing, and Training
Position
1x Agent Mentor (Durban office)
Purpose of the Job
The primary function is to coach and develop Agents. Maximize collections and ensure Agents are adhering to company policies and procedures.
Minimum Qualifications
and Experiences
· Matric
· Minimum two (2) years experience in coaching and development of staff. MS Office Package
Job Responsibilities
· Listen to data voice recordings and examine the call quality
· Identify the positives and negatives of the call
· Provide feedback to both Agents on the coaching conducted
· Extract calls via Vici-dial daily
· Provide audit stats to an immediate superior daily
· Effectively plan, organize, manage, and direct the activities, services, and operations for Coaching and Mentoring of staff within the department
· To ensure that the KAMS are kept informed as to any unresolved issues regarding performance, debtor-related queries, etc.
· Staff Management
· Compiling daily feedback on agent attendance
· Updating of Attendance Registers
· Monitoring month-to-date progress and reverting to agents
· Managing leave requisition on ESS
· Ensure daily productivity is met
· To monitor the dialer activity and take the necessary corrective action where necessary to improve performance
· Issuing of discipline in accordance with company policies and procedures
Competencies Required
· Attention to detail
· Accuracy
· Ability to Focus
· Target Driven
· Excellent Communication Skills
· Able to liaise with clients
· Able to work under pressure
· Enthusiastic Energetic and vibrant
· Adaptive Learner
· Ability to work in a team environment
Additional Competency Testing
· Computer Literate in Excel, Word
· Excellent written communication and numerical skills
Working Hours Mon – Fri
Operational Rotational Times
First preference will be given to affirmative action candidates or designated groups as per our EE Plan.
first preference will be given to affirmative action candidates or designated groups as per our EE Plan
Job Type: Full-time
Ability to commute/relocate:
- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (Required)
Application Deadline: 2023/08/25
