TFG Vacancies

1. Customer Services Agent
2. Contact Centre Agent: Telemarketing Publishing
3. Sales Operations Manager
4. Operations Coordinator: Publishing
5. Operations Coordinator

Customer Services Agent

Customer Services Agent (108 Flexi)

A challenging positions exist within the Customer Services Call Centre for service driven individuals to fulfil the roles of Call Centre Representatives

Your main responsibility would be to:

• Answer all enquiries and requests from customers and stores accurately
• Achieve productivity and quality standards in the department
• Process all requests in line with operational procedures in the department
• Respond to customer queries via email
• Assist other internal stakeholders with customer queries

 As an ideal candidate you must:

• Have a Matric Certificate
• Have 1 year proven Customer Services experience within a Call Centre Environment
• Previous experience within Customer services is essential
• Have a typing speed of 25 wpm.
• Be familiar with MS Office
• Have excellent communication skills, particularly in English
• Be highly customer focused
• Have outstanding listening skills
• Have a high degree of stress tolerance
• Have high energy levels
• Be able to work flexible hours.
• Reliable transport (public or private)
• Be available to work public holidays and weekends
• Must be available between 08h00 – 21h00 Monday – Sunday

Preference will be given, but not limited to, candidates from designated groups (Including people with disabilities) in terms of the Employment Equity Act.

Contact Centre Agent: Telemarketing Publishing

Are you energetic, self-motivated, share our passion for service and want to join our dynamic Publishing Telemarketing team?
If you answered “Yes”, then this is the perfect position for YOU!
 
Your main responsibilities would be to:

• Make product sales to existing customers

• Sell a diverse range of TFG publication products to existing customers

• Action outbound & adhoc customer service calls effectively, accurately and professionally
As an ideal candidate you will need:

 • Matric qualification / NQF4 qualification

• Experience within a sales environment (advantageous)

• Call centre experience (advantageous)

• Computer literate in MS Word

• Good communication skills

• Excellent selling skills

• A high degree of accuracy

• Strong attention to detail

• High energy levels

• Your own reliable evening transport to and from Parow

• Able to work flexible hours, Mon-Sat (08:00 – 21:00)
Preference will be given to, but not limited to candidates from designated groups in terms of the Employment Equity Act.

Sales Operations Manager

Position Description:

To manage the Telemarketing Contact Centre responsible for Publication products. This includes the achievement of operations KPI’s and sales targets, adherence to compliance, risk and cost management as well as effective performance and people management within the environment.

1. Operations Management:  To manage actual monthly performance against targets set for sales and operational KPI’s and analyse areas of opportunity and trends within the portfolio.

2. Budget Management: To optimize the department’s budget and efficiencies by managing expenses within budget/projections in a cost effective way.

3. Relationship/Stakeholder Management: To build and maintain relationships with relevant stakeholders (internal and external).

4. People Management: Effective people management to ensure optimal resource allocation, service delivery and high employee performance.

5. Risk Management: Continually monitor and improve the overall performance of the business by identifying and managing risks through effective control measures.

6. Legislative Compliance: Responsible for overall compliance in line with relevant legislation (e.g. FAIS, CPA, POPI, NCA, TCF etc.) to minimise compliance risk.

Requirements

• Matric/ NQF 3
• Experience in the Contact centre industry5-10 years
• Experience at management level 2-3 years
• Computer Literacy (Microsoft office)
• IR Knowledge
• Knowledge of credit or retail systems
• Excellent communication and negotiation skills
• A preference to work with and interpret data
• Able to operate multiple channels within a target driven environment
• Computer literate ( MS Excel)
• Sales experience (Advantageous)

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

Operations Coordinator: Publishing

Position Description:

Operations Co-ordinator: Telemarketing

A challenging position exists within the Financial Services Contact Centre for a self-motivated and assertive individual to lead, manage and coach a group of Team Leaders in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.

Your responsibilities would include:

• Ensuring that monthly deliverables and KPI’s are met by managing your team to achieve sales targets in line with the Brand(s) product requirements.
• Ensuring adherence to agreed quality benchmarks in line with compliance standards & legislative requirements.
• Ensuring the Operations and relevant supporting processes and procedures are effectively implemented, monitored and maintained.
• Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
• Drive recognition and motivation activity in the department to maintain staff motivation and retention
• Optimise the operations productivity by effectively planning and co-ordinating relevant staffing resources [i.e. staffing, scheduling, coaching, performance audit packs]
• Managing relationships with internal stakeholders to achieve the desired outcome.
• Monitoring teams performance and identifying trends and action plans for improvement
• Effectively and efficiently resolve all escalated customer and operational queries
• Completion of administrative tasks timeously & accurately.

The ideal candidate will need:

• Matric qualification
• Management related qualification [advantageous]
• Part or full qualification that is recognized by the Financial Services Board [advantageous]
• RE5 Financial Services Board Qualification [advantageous]
• Be willing to commit to continuous learning
• 3 year contact centre experience [outbound sales environment – advantageous]
• 2 years management experience managing a team of managers – [advantageous]
• Excellent communication skills [verbal, written & interpersonal]
• To be computer literate [MS Office & Intermediate Excel]
• Sound understanding & application of people management procedures [e.g. IR, coaching]
• Ability to work independently as well as within a team dynamic to drive results
• To be highly driven, motivated and display a high level of assertiveness
• Excellent time management, planning and organizational skills
• High attention to detail & ability to effectively problem solve
• To influence & persuade team leaders and agents
• To meet deadlines/targets in a pressurised environment

Flexible to work on Saturdays.

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

Operations Coordinator

Position Description:

 Operations Co-ordinator: TFG Connect

A challenging position exists within the Financial Services Contact Centre for a self-motivated and assertive individual to lead, manage and coach a group of Team Leaders in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.

Your responsibilities would include:

• Ensuring that monthly deliverables and KPI’s are met by managing your team to achieve sales targets in line with the Brand(s) product requirements.
• Ensuring adherence to agreed quality benchmarks in line with compliance standards & legislative requirements.
• Ensuring the Operations and relevant supporting processes and procedures are effectively implemented, monitored and maintained.
• Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
• Drive recognition and motivation activity in the department to maintain staff motivation and retention
• Optimise the operations productivity by effectively planning and co-ordinating relevant staffing resources [i.e. staffing, scheduling, coaching, performance audit packs]
• Managing relationships with internal stakeholders to achieve the desired outcome.
• Monitoring teams performance and identifying trends and action plans for improvement
• Effectively and efficiently resolve all escalated customer and operational queries
• Completion of administrative tasks timeously & accurately.

The ideal candidate will need:

• Matric qualification
• Management related qualification [advantageous]
• Part or full qualification that is recognized by the Financial Services Board [advantageous]
• RE5 Financial Services Board Qualification [advantageous]
• Be willing to commit to continuous learning
• 3 year contact centre experience [outbound sales environment – advantageous]
• 2 years management experience managing a team of managers – [advantageous]
• Excellent communication skills [verbal, written & interpersonal]
• To be computer literate [MS Office & Intermediate Excel]
• Sound understanding & application of people management procedures [e.g. IR, coaching]
• Ability to work independently as well as within a team dynamic to drive results
• To be highly driven, motivated and display a high level of assertiveness
• Excellent time management, planning and organizational skills
• High attention to detail & ability to effectively problem solve
• To influence & persuade team leaders and agents
• To meet deadlines/targets in a pressurised environment

Flexible to work on Saturdays.

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

Click here to apply

All the best with your applications