Job Opportunities at Blue Label Telecoms

Job Purpose

• The Customer Service Representative is responsible for the provision of an omnichannel service to customers or potential customers and other stakeholders to respond to their queries and requests, provide information and documentation, handle complaints and troubleshoot problems.

Responsibilities

Customer Service

• Reduce the number of complaints relating to customer service
• Display a passion for customer service, customer satisfaction and commitment to meeting and exceeding customer expectations
• Treat customers with professionalism at all times
• Display a strong service orientation in dealing with other staff members and customers

Customer Support

• Be available to answer inbound interactions through all channels (telephone, email, social media) within the required service level agreements
• Ensure all calls are dealt with using the professional Blue Label guidelines
• Obtain/confirm rm callers' name at the beginning of the call
• Answer all customer calls professionally
• Ensure all customers receive a reference number
• Ensure Customer information is validated or updated on the CRM
• Ensure all data input into logging tickets is 100% accurate
• Research required information using available resources to answer customer queries
• Provide first level support, assistance, information and resolution
• Ensure information/solutions to customers are resolved in order to close tickets
• Transfer ticket to the correct person/team if escalation is required
• Provide second-level support when required
• Provide all necessary information to back-office teams to facilitate quick resolution of queries

Service Levels, Performance and Training

• Manage service level performance against defined targets set with Team Leader
• Meet or exceed quality expectations
• Attend meetings as required
• Actively seek and accept constructive feedback
• Ensure training is completed and understood on all Blue Label systems and products
• Take responsibility for keeping up to date on all changes in Blue label systems, processes and products
• Adhere to all the company’s policies and procedures

Operational Compliance

• Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to internal codes of conduct

Requirements
Behavioural Competencies

• Customer Focus
• Communicates Effectively
• Ensures Accountability
• Collaborates

SKills

• Verbal
• Communication
• Customer Service Delivery
• Compliance Management
• Computer Skills

Education

• Matric

Experience

• At least 1-2 years experience in a call centre environment
• Demonstrated experience in managing and resolving queries in a call centre
• Proven experience in superior time management

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Job Purpose

• Supports financial decision-making information by collecting, processing, analysing, investigating, and reporting financial data

Responsibilities

Posting of journals and invoices

• Posting of invoices and journals across SA Distribution specific to accounts allocated (creditors, inter-companies, loans, cash books)
• Preparing of month end specific journals and closing activities, expense accounting, etc
• Presenting month end analysis on specific accounts allocated
• Balance sheet account general ledger reconciliations of accounts allocated
• Prepare and maintain the Fixed Asset register specific to devices in BLD and reconciliations
• Calculate and accounting for depreciation, assets disposal, asset purchases for
• Devices specific
• Verify and report on device assets when required

Maintenance of financial records

• Ensure financial records comply with company policies and accounting principles
• Maintain accurate accounting records
• Prepare and submit financial reports in a timely and accurate manner
• Review all financial reports to ensure accuracy and completeness
• Determine accounting errors or discrepancies and suggest necessary corrective action
• Manage proper filing and document archiving

Annual Budget and Audit Preparation

• Support preparation of annual budget forecast and projections
• Assist in preparing necessary documentation for annual financial audits
• Liaise with auditors and assist in the audit process
• Resolving of queries
• Maintaining all internal audit requirements in full compliance of the BLT internal audit requirements
• Compile statutory reports / return as and when required
• Assist with the finalization of income statement capturing and balance sheet recons on a monthly basis and for year-end audits

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements
Behavioural Competencies

• Holds self and others accountable to meet commitments
• Anticipates and adopts innovations in business-building digital and technology applications
• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Plans and prioritizes work to meet commitments aligned with organizational goals
• Builds partnerships and works collaboratively with others to meet shared objectives
• Makes good and timely decisions that keep the organization moving forward
• Applies knowledge of business and the marketplace to advance the organization's goals
• Interprets and applies key financial indicators to make better business decisions
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement
• Have fun and find purpose
• Demonstrate honesty and integrity
• Strive for Customer Centricity
• Innovate boldly
• Be both agile and entrepreneurial
• Build relationships and trust
• Develop our people for long-term success
• Be an agent of change
• Collaborative

Education

Matric

• Bachelor’s degree in Accounting

Experience

• Minimum 2 years’ experience in a similar position

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Job Purpose

• Leads the creation and enhancement of the brand image, the programming and implementation of campaigns, and the coordination of promotion and advertising activities

Responsibilities

Business Development

• Proactively, consistently and on an ongoing basis, source new clients
• Interpret a brief, develop a strategically relevant proposal for clients that has applicable innovative opportunities and present the proposals for review and approval
• Negotiate for flexibility taking into account both the client's wishes and the winwin outcome
• Uphold the premium brand status of the BLM brands and negotiate to upsell when an opportunity is identified
• Achieve sales targets set by the executive team

Campaign Development

• Ensure that client campaigns are delivered as agreed by working interdepartmentally to achieve their outcomes and communicating timeously with clients on the process and outcome
• Plan, coordinate, and supervise activities relating to major campaigns

Brand Positioning

• To enhance and maintain an in-depth knowledge of mediums that we represent, as well as how brands measure up against competitors
• To enhance and maintain knowledge of clients’ brands and products allowing for meaningful conversations and identification of their needs
• To keep up to date with the latest trends and developments in the media industry and update the sales team with discoveries
• Embrace social media and digital innovations and understand how they integrate with media and marketing
• Build rapport and show case the BLM brands by entertaining clients as and when required

Stakeholder Engagement

• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions
• Be readily available and promptly reply to calls/ messages whether inside or outside of office hours from internal and external stakeholders

Customer Service

• Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues
• Solve complex issues in order to meet customer service standards
• Ensure the accurate management of the clients’ inteland pipeline to the business
• Resolve complaints and queries effectively and to do so as far as possible without referral to CEO and with minimum conflict

Data Collection and Analysis

• Use data from a wide range of sources to analyze key themes and identify possible impacts on the business

Inventory

• Manage and recommend improvements to the delivery of a major part of the organization's inventory control program to identify any issues and solve problems

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team
• Explain the relationship to the broader organization's mission, vision and values, motivate people to commit to these and to doing extraordinary things to achieve local business goals

Requirements
Behavioural Competencies

• Strategic Mindset
• Business Insight
• Balances Stakeholders
• Drives Results
• Persuades
• Collaborates
• Communicates Effectively
• Manages Complexity
• Decision Quality
• Optimizes Work Processes
• Ensures Accountability
• Builds Networks
• Cultivates Innovation

Skills

• Planning and Organizing
• Strategic Planning
• Assessment
• Data Collection and Analysis
• Verbal Communication
• Customer and Market Analysis
• Negotiation
• Inventory Management
• Adaptive Mindset
• Computer Skills
• Sales and Marketing
• Account/Client Management
• Commercial Acumen

Education

• Matric
• A bachelor's degree in Marketing, Communications, Advertising, or a Business Management related subject

Experience

• Minimum 5 years' experience in a similar role
• 2-3 Years Experience of supervising and directing people and other resources

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Job Purpose

• Performs a number of routine tasks following set procedures in the field of Logistics/Supply Chain.

Responsibilities

Work Scheduling And Allocation

• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary

Data Collection and Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats

Supply Chain Management

• Support others by carrying out routine supply chain tasks
• Involves following established procedures

Administration

• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues
• Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar

Client & Customer Management (External)

• Ensure a positive experience for clients by having courteous interactions with them

Client & Customer Management (Internal)

• Ensure a positive experience for internal clients by having courteous interactions with them

Health, Safety and Environment

• Follow a range of mandatory work instructions (including use of personal protection equipment where relevant) to safeguard the environment and the wellbeing of oneself and others

Facilities

• Report any problems or issues with facilities

Requirements
Behavioural Competencies

• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Interpersonal Savvy
• Collaborates
• Directs Work

Skills

• Planning and Organizing
• Verbal Communication
• Policy and procedures
• Computer Skills
• Data Control
• Action Planning
• Data Collection and Analysis

Education

• Matric
• Bachelor’s degree in supply chain management or related

Experience

• Sound experience and understanding of straightforward procedures or systems(7 to 12 months)

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Job Purpose

• Support the senior project manager with various project disciplines such as scoping, planning, business requirements, project governance and reporting. Manage various business projects within the post-paid business to ensure smooth delivery of outcomes and objectives. Work with third parties to ensure necessary deliverables are executed.

Responsibilities

Project Management

• Manage the production of project and workstream plans, ensuring that all activities are identified, appropriately organized and resourced to deliver project objectives
• Ensure projects are set up correctly with the necessary PMO requirements
• Manage the identification, elicitation of project and/or department-level process requirements
• Conduct analysis of those requirements for accuracy and alignment to the department; document and manage requirements throughout the life of the project and coordinate the verification of the end deliverable

Project Risk and Issue Management

• Identify and evaluate risks, issues, dependencies, and constraints associated with the project, escalating where appropriate Where necessary, develop, agree on, and implement solutions to overcome these

Product Information

• Develop in-depth knowledge of core products and utilize this knowledge to successfully support operations teams

Project Reporting and Review

• Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables
• Report on project performance and KPIs

Stakeholder Management

• Oversee delivery from various technology partners and outsourced providers
• Collaborate with senior stakeholders
• Build alliances and partnerships with other organizations

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements
Behavioural Competencies

• Business Insight
• Ensures Accountability
• Optimizes Work Processes
• Plans and Aligns
• Balances Stakeholders
• Resourcefulness
• Communicates Effectively
• Collaborates
• Cultivates Innovation
• Builds Networks
• Customer Focus

Skills

• Planning and Organizing
• Verbal Communication
• Data Collection and Analysis
• Project Management
• Adaptive Mindset
• Negotiation
• Project Risk and Issue Management
• Project Tracking and Reporting
• Project Life Cycle Adaptation
• Project Communications Management

Education

• Qualification in Project Management

Experience

• Minimum 5 years project management experience, preferably in a telco environment
• Exposure to digital applications
• Basic understanding of ERP systems and other telco-specific systems is preferred

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Job Purpose

• Accountable for large projects of high complexity with a large, dispersed team. Focuses on the creation of the project vision and planning documents and managing the implementation, reporting, and performance of the overall project with the expectation of delivering on time, within budget, and to scope.

Responsibilities

Project Planning

• Manage the production of project and workstream plans, ensuring that all activities are identified, are appropriately organized and resourced to deliver project objectives, and comply with the organization's project and program management framework

Project Scope Definition

• Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables

Stakeholder Management

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice

Project Risk and Issue Management

• Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these where appropriate
• Where necessary, develop, agree on, and implement solutions to overcome these

Requirements Management

• Manage the identification, elicitation of project and/or department-level process requirements
• Conduct analysis of those requirements for accuracy and alignment to the department
• Document and manage requirements throughout the life of the project and coordinate the verification of the end deliverable

Project Team Management

• Lead a medium to large project team; defines the project vision and communicates the outcomes needed along with guidance to achieve outcome, coordinates team actions on project activities
• Coordinates flow of additional team members on and off the team as needed
• Works to build the capability of the team through training, coaching and mentoring

Project Assurance

• Manage the delivery of assurance reviews within a project, enable the delivery of assurance reviews by independent third parties, and take appropriate action to resolve any issues identified to give senior stakeholders confidence that the project can deliver to time, budget, and quality

Continuous Improvement

• Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered

Project Resource Management

• Negotiate and manage deployment of project resource budgets, providing forecasts and presenting variances with narrative at appropriate review points to ensure effective utilization

Project Benefit Realization

• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these

Project Close-out and Handover

• Manage project close-out to ensure effective transition from the project environment to business as usual and to ensure lessons learned are identified and captured for future reference.

Project Reporting and Review

• Manage the project review process; provide stakeholders with accurate and relevant information and key recommendations at agreed review points to enable them to evaluate progress and agree on change

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team
• Maintain external accreditations and indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media
   

Requirements
Behavioural Competencies

• Ensures Accountability
• Balances Stakeholders
• Plans and Aligns
• complete plans.
• Communicates Effectively
• Manages Complexity
• Organizational Savvy
• Optimizes Work Processes
• Situational Adaptability
• Drives Results
• Being Resilient
• Decision Quality
• Collaborates
• Customer Focus
• Develops Talent
• Manages Conflict
• Cultivates Innovation
• Drives Vision and Purpose

SKILLS

• Project Management
• Prioritizing
• Project Communications Management
• Data Collection and Analysis
• Negotiation
• Project Change Management
• Project Quality Management
• Project Resource Planning and Control
• Project Risk and Issue Management
• Requirements Traceability and Management
• Verify Requirements
• Measure Solution Performance
• Policy and procedures
• Project Cost and Budget Management
• Project Estimating
• Project Integration Management
• Project Meetings and Ceremonies
• Project Organization and Structure
• Project Schedule Management
• Project Scope Management
• Project Testing
• Project Tracking and Reporting
• Requirements Elicitation and Facilitation
• Stakeholder Expectation Management
• Supplier Management
• Validate Requirements
• Verbal Communication
• Workflow Management

Education

• University / Post Graduate (Masters Degree)

Experience

• Experience in planning and managing resources to deliver predetermined objectives as specified by more senior managers (Over 3 years to 6 years)

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Job Purpose

• Responsible to manage, coordinate and facilitate a portfolio of organisational projects including monitoring project status, cross projects dependencies, and delivery progress on an ongoing basis.

Responsibilities

Project Governance

• Mitigate the risk “blockers” related to product deliveries
• Ensure project governance processes and decisions are applied consistently
• Provide input to budgeting process per project portfolio
• Work closely with Head: PMO, Technology, Business Units and other stakeholders to facilitate delivery and remove impediments
• Provide input into streamlining, adapting and standardizing new processes and artifacts across SA Distribution
• Drive high quality of all deliverables across complete life cycle
• Coordinate and facilitate project audits as needed
• Managing customer expectations for project deliverables
• Perform risk assessments to develop and measure response strategies, reporting, cost time quality delivery, and adherence to standards
• Monitor the performance of project team members, providing and documenting performance feedback

Process Management

• Manage a well-defined project management process and champion ongoing process improvement initiatives to implement best practices for Project and Process Management for a portfolio of projects
• Support the process of business model rethinking by analyzing processes, practices, and procedures using prescribed methodologies
• Build competency with Project teams and Operations teams in developing project metrics
• Provide leadership with meaningful performance metrics and status reports utilizing dashboards and other tools
• Identify risks proactively, drive timely mitigation, and escalate to management appropriately
• Work with Business Analysis Team to document various business processes with flowcharts, manuals and other documentation outlining current practices

Project Planning and Management

• Manage project lifecycle for multiple projects simultaneously, including (where appropriate to the project, the technical elements.)
• Manage project execution to ensure adherence to budget, schedule, and scope
• Define project scope and schedule while focusing on regular and timely delivery of value
• Supporting stakeholders in planning sprint iterations
• Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing
• Monitor or track project milestones and deliverables
• Confer with project personnel to identify and resolve problems
• Submit project deliverables, ensuring adherence to quality standards
• Prepare project status reports by collecting, analyzing, and summarizing information and trends
• Assign duties, responsibilities, and spans of authority to project personnel
• Direct or coordinate activities of project personnel

Stakeholder Engagement

• Establish and execute a project communication plan
• Schedule and facilitate meetings related to projects
• Initiate, review, or approve modifications to project plans
• Monitor the performance of project team members, providing and documenting performance feedback
• Negotiate with project stakeholders or suppliers to obtain resources or materials
• Identify need for initial or supplemental project resources
• Identify, review, or select vendors or consultants to meet project needs

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs

Requirements
Behavioural Competencies

• Business Insight
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Plans and Aligns
• Balances Stakeholders
• Resourcefulness
• Communicates Effectively
• Financial Acumen
• Customer Focus
• Cultivates Innovation
• Instills Trust
• Collaborates
• Situational Adaptability

Education

• Qualification in Project Management (PMP) or related discipline
• Prince Certification
• Agile and Waterfall (SDLC)

Experience

• Minimum of 8 years of project management experience required, with at least 5 years using Lean/Agile methodologies
• Knowledge MS Project and advanced MS Office skills
• Proven track of record managing multiple projects simultaneously