Current Opportunities at HomeChoice Holdings Limited

Purpose of the role

• The ideal candidate for this role will be responsible for assessing and measuring the quality of our telephonic and written communications whilst highlighting coaching and training needs to Team Leaders and Managers.

Key Performance Areas

Drive effective and efficient quality assessments

• Assess our quality as pre-determined by call monitoring sheet ensuring that 9 reps per day (18 calls) are achieved
• Relate feedback and results in a manner that maintains and enhances self-esteem with the view of highlighting and coaching to ensure compliance
• Audit our outbound phone calls, observing performance, techniques, and application of guidelines and procedures
• Evaluate and record the quality and performance during each call
• Verify that agents are providing up-to-date information, following current processes, call scripts and communicating effectively to callers
• Ensure daily submission of completed audits submitted to Team leader and Manager
• Coordinate with the department Team Leaders and Managers to ensure appropriate number and quality audits are performed, with the view to ensure that each representative has the necessary skill to perform their roles
• Highlight and coach individuals within stipulated time frame with the view of ensuring departmental standards are met.
• Maintain filing of audits worked in date and month order
• Assist in improving our customer experience and service delivery by ensuring that our quality assessments are within 90%
• Adhere to all service level agreements and company policies and procedures
• Act as a student of coaching and other disciplines that support helping others

Drive department objectives through effective coaching and mentoring

• Liaise with Team Leaders where negligence or non-compliance is concerned and tracks outcomes
• Identify best practice within the business and industry to ensure meeting of these standards
• Support the delivery of calibration sessions at Team Leader and Associate level
• See coaching as a two way interchange of energies and learnings

Provide coaching feedback to business to improve & streamline processes

• Summarize findings as well as put together recommendations and provide feedback / coaching to associates where skill or process gaps are identified
• Provide advice and guidance based on audit findings, and deliver performance feedback to Team Leaders as outlined in business unit's policies and procedures
• Creative, innovative learner and developer of custom coaching and methodologies

Reporting and Analysis

• Provide accurate reports in line with the departments requirements
• Identify adverse performance trends and patterns and provides feedback on uniform application (or not) of guidelines and procedures
• Provide input and assist with the development of additional training / policy and procedure changes that may be required to enhance service productivity
• Identify quality trends through reporting and Team Leader feedback

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent
• A relevant coaching / training qualification

Experience & Skills

• Minimum of 1 years’ QA (quality assurer) experience within the Contact Centre industry
• Experience in a Insurance environment
• Experience in Queuemetrics and BYC Aqua system
• A proven track record in developing skills through coaching and mentoring
• Must have previous experience in determining staff training / coaching requirements
• Must be computer literate (Email, Internet, Word and Excel)
• Clear credit and criminal record
• Must be available to work shifts , weekends and public holidays
• Effective communication skills (verbal, written and presentation)

Attributes & Behaviours

• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication
• Team player but able to work independently
• Ability to execute promptly and accurately at the same time

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Purpose of the role

•  The ideal candidate for this role will be responsible for maintaining employee records during the full employee life cycle from entry to exit. The individual will ensure that data integrity of employee records is maintained on the HR system and ensure compliance to the POPI Act with regards to personal information. Duties will span between general administration as well as support of talent acquisition functions.

Key Performance Areas

More about the role:

• Prepare New Starter documentation for submission to Payroll Department
• Obtain new starter documentation and upload all documentation onto the HR System  and ensure that they are complete as per the engagement checklist
• Engage with all relevant departments i.e., ICT, Facilities, line on access, assets, workstation requirements for new starters
• Prepare contracts where required
• Ensure that all welcome packs are ready and prepared for business orientation
• Provide admin support to employees with day to day queries not obtainable via ESS
• Manage data integrity of all employee records and compliance to the POPI Act and ensure archiving of records
• Manage uploading of records to the system
• Manage the exit process of terminations and provide terminated employees with relevant documentation
• Work closely with payroll with regards to employee information to ensure accurate salary payments
• Ensure job titles and grading of employees are aligned to signed of department structures
• Conduct regular Data Integrity audits
• Draw up notice of hearing letters and compile the DE Pack as required
• Assist the Talent Acquisition Specialist with administrative components of the recruitment process e.g. scheduling interviews and assessments
• Timeously conduct and process verification checks when required as per our policy and procedures
• Manage the administration for our internal applications and employee referral scheme
• Assist the wider People team with additional ad hoc projects and administration 

Requirements

Qualifications & Accreditations

• 3 year HRM Diploma or degree

Experience & Skills

• A minimum of 2 years’ experience in a similar role
• Good computer literacy skills with a proficiency in MS Office (Word, Excel, PowePoint, Outlook etc)
• Experience in SAGE 300

Attributes & Behaviours

• Exceptional attention to detail with a thorough approach to work
• Strong planning, organizing and coordinating skills
• The ability to prioritise and multi-task within a fast-paced and pressurised environment
• Excellent interpersonal communication (verbal & written), assertiveness and judgment skills
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• A solid work ethic and a passion for recruitment
• Good judgement and decision making informed by critical thinking and problem solving skills

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• This role will be ideal for a candidate who can telephonically market/sell our company’s wide range of products to new and existing customers, ensuring that you meet business objectives whilst maintaining a high level of customer satisfaction.

Here’s what you can expect to be doing in the role

• Meeting sales objectives and revenue targets
• Ensure that the agreed sales and revenue targets are achieved in line with business requirements
• Meet operational and quality efficiencies
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time, and quality
• Provide an exceptional customer experience
• Accurate capturing of customer information
• Present, promote, and sell products/services in accordance with agreed processes and procedures
• Ensure a professional, polite, and efficient service is offered by acting as an ambassador
• Adaptable with the ability to respond positively to working within a pressurized environment
• Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction.
• Present products to potential customers who meet qualifying criteria

Requirements

A little about who you are

• Matric / Grade 12 (Required)
• Minimum of 2-3 year’s sales/telemarketing (outbound) experience within a Contact Centre (Required)
• Must be computer literate (Email, Internet, Word, and Excel)
• Excellent communication skills (verbal and written)
• Excellent telephone etiquette
• Sound understanding of a dialler system and functions
• Target-driven with the ability to sustain high-performance consistently
• A clear understanding of a contact centre environment
• A sound understanding of contact centre metrics and how these are used to review performance to achieve the right results.

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• The ideal candidate for this role will further develop Data Warehouse and reporting solutions.

What you will love doing in this role
You love supporting of Information Delivery production environment

• Understanding the current product environment and maintaining it
• Contribute to Standby roster to ensure on-going delivery of current information to the business on time
• Effectively collecting & sourcing information and then correctly transforming & auditing this information
• Accurately publishing the information
• Appropriate resolution of production issues to ensure that information is delivered according to user expectations
• Continuously identifying and improving processes & procedures to minimise negative impact to data and business reporting
• Monitoring of the environment to proactively engage in preventative activities and to maintain an environment that is easy to understand and troubleshoot

You love delivering data & information (projects, quick wins)

• Understanding business data and information requirements
• Delivering data and information to the business in line with business priorities, according to quality standards, within the agreed time constraints and according to departmental coding practice & standards
• Being involved in the process of populating new data within the Data Warehouse
• Logical and Physical design of fact and dimensions and transformation processes
• Taking over information delivery tasks from other areas of the business

You love User Support

• Provide support service to users on data and information to satisfy user needs

Requirements

What you'll need to do this role

• Relevant 3-year degree/diploma 
• 5 Years + experience
• Advanced SSIS experience (ETL Development)
• Advanced or expert level in SQL, writing stored procedures, and general scripting
• Experience building and maintaining Tabular Models in Analysis Services 2012 
• Experience with Datawarehouse design methodologies (Kimball)
• Strong experience with debugging and issue resolution
• Proficient in creating DAX queries (SSAS)
• Working knowledge of SSRS
• Experience using Power BI to build and maintain dashboards
• Test Methodologies
• Advantageous skills: VB, C# (SSIS)
• Working knowledge of MDS
• Exposure to Agile methodologies
• Retail experience preferred

What we will love about you

• We love your excellent problem-solving/analytical abilities
• We love your project management skills
• We love you high programming logic
• We love your ability to work under pressure
• We love that you are a team player who can also work alone
• We love your multi-tasking skills
• We love that you are able to work in conditions of change
• We love that you are delivery focused

Behaviours

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

play as a team

• Be helpful
• Be inclusive
• Find the fun

go to method of application »

• The ideal candidate for this role will be responsible for working within the Engineering development team to deliver enhancements, new initiatives and resolve live issues with a full understanding of the standard system development life cycle (define, build, test) and track record of delivering changes, enhancements and new functionality.

What you will love doing in this role

• Assisting the Engineering Lead with all aspects of software design and coding
• Attending and contributing to Homechoice Agile ceremonies
• Learning the Homechoice codebase and improving your coding skills
• Writing and maintaining code
• Working on minor bug fixes
• Monitoring the technical performance of internal systems
• Conducting development tests

Requirements

What we will love about you

Experience and Qualifications

• 3 year degree or diploma in Computer Science
• Knowledge of basic coding languages including C# .Net Core, SQL
• Basic programming experience
• Knowledge of databases and operating systems
• Good working knowledge of email systems and Microsoft Office software
• Ability to learn new software and technologies quickly
• Ability to follow instructions and work in a team environment
• Detail-orientet

Behaviours

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

play as a team

• Be helpful
• Be inclusive
• Find the fun

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• To play an advisory role on matters relating to legal compliance with employment law, employee misconduct and disciplinary action, poor performance incapacity, employee grievances and external dispute resolution (including representation at the CCMA). In addition, to consult on more complex cases, assist with ensuring that Homechoice is compliant with legislation governing employment, assist with research and give input into the development of policies and training material as well as capacity building of internal customers.

What you will love doing in this role

Employee relations

• Ensure that proactive labour relations legislations and company policies and procedures are properly communicated to all, consistently applied and promote co-operation and respect amongst all levels of staff to achieve stable and healthy relationships
• Advise and empower Talent Business Partners, Management and Employees to ensure adherence to / compliance with labour legislations, and company policies and procedures
• Identify and/or evaluate causes of conflict and propose appropriate corrective action 
• Take ownership and be responsible for the provision of advice on discipline and grievance issues
• Consult on significant changes to terms and conditions of service (eg: opening hours, shift changes, contract of employment changes, flexible working contact centre options and potential re-structures)
• Reduce potential industrial conflict through the development of a positive employee relations environment - ensure a climate of trust and high ethical conduct amongst employees and management
• Ensure that managers are trained and developed in the necessary ER / IR requirements and policies on an annual basis or as the need may arise
• Ensure all managers are fully trained and competent in chairing of enquiries and initiating cases.

Labour disputes

• Represent the company at the CCMA and manage the preparation of these cases
• Ensure all relevant people attend the necessary CCMA proceedings (conciliation and arbitration) and ensure such people are prepared and coached accordingly

Organised labour 

• Manage relationships with organised labour and liaise with Trade Unions as per the Labour Relations Act
• Co-ordinate engagements with management and committees 
• Dispute resolution including the co-ordinations of bargaining processes

Design and develop policies and procedures

• Policy development, implementation, monitoring and review in line with business requirements and act as custodian for these policies
• Ensure that our policies are implemented and managed fairly and consistently within the business
• Always ensure that all consultations are in line with best practices, company policies and procedures
• Ensure compliance with all Labour Legislation applicable to the Entity Interpreting, and conduct quality advice on ER / IR-related matters in accordance with the relevant legislation. 
• Ensure enforcement and adherence to those legislation, policies and procedures by advising and monitoring management and staff

Assist with organizational development initiatives

• Support management with the implementation of organizational interventions and change management interventions where risks, operational or strategic business changes are identified by the business
• Facilitate the practical implementation of effective performance management based on company processes within the area of responsibility, with ongoing monitoring of the process to ensure that all related activities are conducted within the allocated timeframes
• Act as a change agent and role model, providing the support and effective mechanisms to implement major changes to the operations of the business
• Facilitate all team development processes, including workshops, exercises, or programs to enhance the cohesiveness of teams

Reporting

• Prepare accurate and timely talent reports as requested by management ensuring all statistics are accurate throughout
• Ensure timeous reporting and tracking of IR / ER-related matters 
• Analyze reports and identify risk areas to be addressed through wellness initiatives
• Generate and issue ad hoc reports through data mining analysis to provide management with key statistics and trends identified and provide recommendations to act accordingly

Requirements

What we will love about you

Qualifications & Experience

• A 3-year diploma or degree
• Minimum of 4 years' employee relations / industrial relations experience
• Solid knowledge of disciplinary and grievances procedures
• Solid experience in representing the employer at conciliation, hearings, and arbitration
• A proven track record in providing sound IR advice/guidance/support to an organisation and its employees
• Solid experience of the retail industry
• Advanced knowledge of Labour legislations such as the Labour Relations Act and the Basic Conditions of Employment Act
• Litigation and drafting skills
• Experience with HRMS will be an added advantage
• Advanced MS Office skills     

Key Competencies

• Professional, energetic, dynamic, and positive team player with great business acumen
• Strong interpersonal skills and great relationship-building ability
• Clear communicator with the ability to communicate and influence at all levels – both verbal and written
• Strong problem-solving skills with effective decision-making
• Analytical & detail focused – driven to achieve new standards of excellence detail
• Structured approach with excellent attention to detail
• High level of integrity & confidentiality 

Behaviours we love 

Wow my customer 

• Walk in my customers’ shoes 
• Deliver on my promises 
• Deliver insight-led solutions my customers need 

Treat the business as my own 

• Take accountability 
• Be curious, creative & explore opportunities 
• Do it right & at the right time 

Play as a team 

• Be helpful 
• Be inclusive 
• Find the fun

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• The ideal candidate for this role will collaborate closely with other business stakeholders to ensure that analytical applications capitalize on all available data, enabling users to make sound decisions and achieve greater business outcomes.  You will be responsible to operate within both a support and project environment

What you will love doing in this role

• You love adhering to all principles defined in the scrum methodology
• You love engaging with Product Owners to understand business processes and their related data
• You love creating and maintaining solutions and user documentation
• You love training super-users
• You love the creation and maintenance of Test Artefacts
• You love the delivery of projects in the highest quality and timeously
• You love utilizing your knowledge of multiple subject areas
• You love root cause analysis of reporting issues raised by users
• You love reviewing test plans, cases, and signoffs ensuring the highest standards.
• You love data profiling and impact analysis of changes to source tables and processes

Requirements

What you'll need to do this role

• Relevant 3-year IT degree/diploma or equivalent qualification
• Minimum 4-5 years BIBA experience, full Business Intelligence SDLC
• Relevant data warehouse and BI solution training is essential
• Knowledge of OLTP/OLAP systems, Dimensional Modelling, business rule transformations and data analysis; Conventional and data warehouse modeling skills are required
• Experience with BI application designs, architectures, and building BI and data visualizations for analytic solutions. (MS-SQL Stack)
• System analysis and design skills
• Experience in working within an agile project environment, preferably in a Financial Services and/or Retail environment
• Excellent problem-solving and analytical abilities
• Energetic and focused individual
• Ability to work well under pressure
• Team player who can also work independantly
• Ability to take ownership of problems assigned and find innovative solutions
• Strong communicator (written and verbal)
• Strong desire and initiative to develop self

Behaviours

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

play as a team

• Be helpful
• Be inclusive
• Find the fun

go to method of application »

• Responsible for the proactive detection of fraud and reduction of fraud losses through an effective fraud and forensic framework, and fraud controls. Utilise data and expertise to identify trends and potential threats. Maximise the performance of control frameworks and associated staff and drive fraud awareness across the business.

What you will love doing in this role   

Strategic Implementation:

• Translate strategy into operational initiatives with measurable business outcomes and targets.
• Facilitate the development of best practice in operations and service excellence.

Fraud Operations:

• Analyse data and trends to enable pro-active and early detection of fraud.
• Develop and implement solutions and strategies to minimise fraud and raise awareness across the business.
• Manage the development of metrics that establish a consistent approach and drive understanding across the business.
• Proactively review internal policy to ensure effective fraud risk management that is aligned to legislation.

Stakeholder Relationship Management:

• Identify, build, and nurture trust and collaborative relationships with internal stakeholders with particular emphasis on collaboration with Fraud Risk in the Decision Science team.
• Build and maintain relationships with external experts as well as regulators and other advisory services.

People Management:

• Provide direction and define objectives to be achieved in area of responsibility.
• Manage performance of direct reports ensuring agreement of annual goals and measuring performance against agreed goals and addressing non-performance issues.
• Deploy people management processes effectively, in line with Company policies, procedures and prevailing improvement initiatives.
• Drive operational excellence through area of supervision.
• Drive a culture of high performance, Innovation and accountability and encourage team members to live the Company values.

Financial Management:

• Manage budgets and monitor expenses ensuring expenditure is within approved budgets.

Safety, Health, and Environment Compliance

• Ensure compliance with all Safety, Health, Environmental and all other applicable regulatory statutes, and all other safety and quality processes for the area of responsibility/work.

Requirements

What you'll need to do this role

• 6 Years+ experience in a similar role 
• Bachelors Degree (3 years) / NQF level 7
• CFE - Certified Fraud Examiner

What we will love about you

• We love your strong communication skills
• We love your strong analytical, numeracy, and problem-solving skills
• We love your digital fluency
• We love your planning & organising skills
• We love your judgment & decision-making ability
• We love your entrepreneurial and innovative mindset

Behaviours we love 

Wow my customer 

• Walk in my customers’ shoes 
• Deliver on my promises 
• Deliver insight-led solutions my customers need 

Treat the business as my own 

• Take accountability 
• Be curious, creative & explore opportunities 
• Do it right & at the right time 

Play as a team 

• Be helpful 
• Be inclusive 
• Find the fun

go to method of application »

Overseeing the fulfillment process for the ChoiceCollect Channel. Work closely with the couriers and delivery partners in the ChoiceCollect channel to ensure the efficiency of the channel is optimized and grown into company expectations.

What you will love doing in this role

Efficient administrative and general management:

• Develop, monitor, and refine operational and administrative processes to improve overall efficiencies and meet business and productivity standards and timelines 
• Manage the expense from ChoiceCollect operations for all required channels.
• Manage the outputs from warehouse efficiencies related to console rates.
• Ensure all cost efficiencies are aligned with budgets and forecasts.
• Frequently liaise with service providers to ensure and manage the best practices, operational reviews on service offerings, and agreed-on service level agreements 
• Manage and oversee the accurate reconciliation and timeous payment of all financial documentation 
• Conceptualize, implement, and manage all service level agreements within Choice Collect functional units and deliver accordingly 
• Standardise, document, implement and manage the key performance indicators across the whole operation to improve system and process efficiencies

Audit: 

• Responsible to ensure that the relevant policies, procedures, and processes are in place and are continuously monitored for the effective management of fulfillment portfolios

TMS engagement and integration:

• Ensure the successful implementation of the TMS and related system in the operational areas to ensure appropriate functionality, business benefit, and optimum use of the system
• Translate business requirements (BRS) into functional and/or detailed design specifications
• Responsible to develop process, data, and integration models to ensure efficient system flow throughout the network
• Manage the testing and deployment phase to ensure the correct implementation of functional system changes 
• Continuously question and identify opportunities and manage the implementation of enhancements and configuration changes while staying well within budget and timelines
• Develop all process documentation and process mapping to support the implementation, maintenance and management of the TMS system

Systems and processes:

• Ensure and drive financial planning, forecasting, and business management processes to maximize profitability and turnover times
• Reassess current systems and processes and propose enhancements for optimization in the area
• Benchmark current systems and processes against competitors locally and internationally to ensure best practices and drive innovation to enhance productivity, effectiveness, and efficiency
• Effectively monitor the use and efficiency of all resources and analyze on a continuous basis to ensure the best operational utilization and application 
• Investigate, identify, and build key variables into all analysis and forecasting models to ensure accurate feedback to the business and operations 
• Continuously test and monitor systems and processes within the fulfillment environment
• Manage, document, and report on the time 
• Identify, track, resolve and mitigate operational risks

Analysis and reporting:

• Compile and issue standard daily, weekly, and monthly reports according to business needs and requirements timeously 
• Generate and issue ad hoc reports through data mining analysis to provide management with key statistics and trends identified and provide recommendations to act accordingly 
• Continuously analyze trends related to despatched and returned items across various despatch methods. Work closely with GR forums to reduce the impact of GR’s on NSV targets
• Ensure a stable working solution and/or service that meets the customer's delivery requirements by implementing necessary quality control processes
• Monitor and report on the delivery timing performance for both the post office as well as home delivery service providers

Project Management: 

• Ensure that projects are executed according to the HomeChoice project methodology 
• Research, investigate, and implement all ad hoc projects to improve the overall system, processes, costs, and timeline efficiencies as required by the business.

Requirements

Qualifications & Accreditations

Minimum (Required)

• Grade 12
• Bachelors Degree

Experience & Skills

• Minimum of 5 years experience in Logistics 
• Strong Analytical Skills

Attributes:

• Ability to understand complex technical information, and translate this information into relevant business terms and concepts
• Capable of developing clear and up-to-date procedural processes
• Possess strong analytical and problem-solving skills
• Excellent customer interface skills
• Excellent communication skills
• Ability to think strategically
• Ability to work under pressure

Behaviors:

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

play as a team

• Be helpful
• Be inclusive
• Find the fun