About Deloitte

Deloitte is the largest private professional services network in the world. Every day, approximately 264,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters. Click here to read more about Deloitte.  

About the Division

The value that Deloitte Risk Advisory Africa creates for organisations is synonymous with operational excellence. Our five business areas work in unison to provide integrated solutions unique to the organisational requirements of any business. 

Our 6 areas are as follows:

* Governance Regulatory & Risk – GRR services help organisations protect and enhance value by managing risks and opportunities, addressing compliance and supporting management and board oversight, including internal audit, through out-of-the-box solutions with the view to turning risks into value-creating opportunities.

* Data Analytics – By understanding decision-makers’ roles to maximise analytics value, Deloitte turns everyday information into useful and actionable insights.

* Forensic – Deloitte Forensic professionals are a diverse group with a wide and varied range of proficiencies, comprising forensic accountants, legal and law enforcement specialists, and business intelligence experts, all utilising state-of-the-art forensic technology.

* Technology Assurance & Advisory – TAA assists organisations in building value, by taking a Risk-Intelligent approach to managing financial, technology and business risks.  We leverage our global network and in-depth industry knowledge, so as to assist organisations in mitigating the risks associated with internal systems, business processes, projects, applications, data and third-party reliance.

* Cyber Risk Services – Deloitte Cyber Risk Services provides industry-tailored solutions, using demonstrated methodologies and tools in a consistent manner, with the goal of enabling on-going, secure, and reliable operations across the enterprise.

* Tip-Offs Anonymous – Tip-Offs Anonymous provides an anonymous reporting channel for unethical behavior in the workplace.

Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long term projects with the urgency of immediate operational demands. We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities. 

Main purpose of Job

To oversee the day-to-day operation of standardised processes and services that contribute to efficiency within the business 

Minimum Qualification

3 Year Diploma

Desired Qualification

3 Year Bachelor Degree Legal or Forensics investigative qualification would be advantageous

Minimum Experience

4 years working experience in a customer service environment

An excellent command, i.e 100% fluency in the English language is a necessity

Desired Experience

5 years working experience, preferably in a call centre environment of which 1-2 years Supervisory experience within a call centre environment would be advantageous

Ability to speak, read, write in one or more official ethnic languages would be advantageous

Key Performance Areas:

1.    Strategic Impact

• Ensures that the relevant operations are carried out in a cost effective, efficient and timely manner to meet the needs of the business
• Delivery is effective, on time and within budget

2.    External/ Internal Client Impact

• Builds working relationships within the business in order to understand internal client requirements
• Develops and implements changes to processes to better meet business needs
• Ability to identify and understand requirements
• Processes are efficient and effective

3.    Operational Effectiveness

• Supervises the work of the team ensuring efficiency of output at all times
• Develops, monitors and maintains standard operating processes to ensure optimal service delivery
• Oversees the quality of output by the team to ensure standards are maintained
• Builds good working relationships with team and all key stakeholders and tracks service delivery against SLA 
• Ensures risk is mitigated in all processes within own workplace
• Maintains accurate records for own area
• Outputs are of good quality
• Adherence of team to standard operating processes
• Quality of delivery by team
• Vendors effectively managed
• Risk is mitigated
• Accurate information is on hand

4.    Development/Growth of Team

• Responsible for on-boarding of new employees in standard operating processes
• Identifies development areas of team members and recommends ways to address these
• Trains and coaches team on-the job in effective delivery of services
• Manages day-to-day performance of team, referring poor performance and probations issues to superior for support 

5.    Budgets / Profitability 

• Submits input to management for annual budgeting of equipment / supplies required for efficient operation
• Tracks and reports on costs incurred within daily operations
• Ensures routine maintenance of equipment/ assets for optimal performance 

6.    Differentiators for this specific role

• To support the Contact Centre Manager with the daily supervision of the operational effectiveness within the contact centre in adherence to all necessary TOA requirements, processes and controls.
• Efficient management of staff/staff productivity and overall efficiency of operational processes.
• Reporting of call centre and agent performance stats
• Ability to understand the various clients within TOA and all irregular activities that affect their environment
• Ensuring that the Contact Centre is adequately staffed with the required languages in line with client SLA and in compliance with labour legislation
• Monitoring of time and attendance, sick and annual leave of agents.
• Effective management of all queries received and ensuring that these are resolved with a sense of urgency and within agreed SLA;
• Ability to inspire and motivate team to commitment and involvement;
• Creates a climate of positivity, and motivates and empowers others in order to reach business goals;
• Ensure monthly agent performance assessments are done and quality feedback is timeously provided
• Support Training Supervisor in ensuring performance assessments are done and quality feedback is timeously provided

Competencies

Technical Competencies

• Computer Literacy essential: Intermediate MS Word, Excel, Powerpoint Outlook as well as technology related to area of specialization
• Good understanding of process flow of specific area of responsibility
• Excellent written and verbal communication
• Supervisory skills
• Basic financial/business knowledge
• Good understanding of relevant legislation eg PDA, POPI
• Good understanding of Fraud, Risk, Corruption, Irregularities
• Good understanding of TOA Clients and Industries
• Good People / Interpersonal Skills

Behavioural Competencies

• Good planning and organisational skills
• Strong administration skills
• Good communication skills (verbal and written)
• Ethics, honesty, integrity and trustworthiness
• Ability to maintain confidentiality
• Good time management
• Good judgement
• Drive and energy
• Ability to work under pressure
• Accuracy
• Attention to detail
• Team player
• Responsible & accountable
• Good people management skills
• Good interpersonal skills
• Resilient
• Good multitasking ability
• Problem solving ability
• Service driven

Other

• Must be able to work alternate public holidays, alternate week-ends, and/ or be available on stand-by. 
• Provide support to the Report Analysts in exceptional circumstances.
• Provide assistance to the agents with overflow calls in exceptional circumstances.
• Assisting with language screening for all new agents
• To assist with training requirements in the absence of the Supervisor responsible for training

Leadership Capabilities

Living our Purpose - Identifies and embraces our purpose and values and puts these into practice in their professional life

Influence – Builds relationships and communicates effectively in order to positively influence peers and other stakeholders

Performance drive Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results

Strategic direction - Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities

Talent development - Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador

Competitive edge -  Understands disruptive trends and promotes potential innovative approaches

Inspirational leadership - Projects confidence and motivates others through team collaboration and recognition of strengths, differences, and contributions 

*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.