Performance parameters

• Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200 countries
• To check and verify customers’ credentials and feed them correctly in database
• To identify and highlight fraudulent/fake/forged documents
• To meet Service Level Agreement, AHT and quality targets
• To report any bug or issue in CRM
• Participate in ideation workshop and share improvement ideas
• Adaptable to learn new document type, process, concept and skills
• Ensure adherence to process guidelines as per agreed quality standard on all SOPs
• Ensure that the assigned targets are achieved as per agreed SLA
• Ensure adherence to Company Policies and Procedures
• Should be flexible to work in a 24/7 environment
• Customer Satisfaction - as per agreed Key Success Factors
• Process performance – as per agreed KSFs
• Attrition - as per agreed KSFs
• Quality and productivity Improvement
• Level of subject matter expertise – To be able to support team queries
• Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

• Upskill and manage KPI performance at an hourly/daily/weekly/monthly level
• Manage teams and ensure customer satisfaction, quality and productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Provide coaching and feedback to team members to enable them to improve their performance
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Client Interaction, where required – Daily/Weekly/Monthly
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Collect and provide data required for various audits like GI/Internal Audit
• Effectively manage queue and balancing of work loads

Competencies & Skills

• Prior Back office Experience
• Knowledge of the function, process and systems
• Coaching and Feedback ability
• Clear written and verbal communication
• Effective operations management
• Typing speed: Minimum 30 words per minute with 99% accuracy
• Knowledge of different document type (ID/DL/Passport/Visa…etc.)
• Identify and highlight fraudulent/fake/forged documents
• Eye for detail
• Good computer navigation skills

Values & Behavior

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback

Education Requirements

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
• Work Experience Requirements
• Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201861 subject heading or email body.

Committed in maintaining diversity in its appointments, Surgo considers all applications in respect of its Employment Equity (EE). Surgo reserves the right not to make any appointments based on required criteria standards not met. All applications received are deemed active for a period of 3 months from date of submission. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

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