Job Description: Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa’s first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African rands [ads1] Job Responsibilities: Make immediate changes to the schedule to mitigate the risk of not achieving Customer targets. Manage schedule change requests and schedule administration updates. Identify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model). Identify potential bottle necks and raises red flags in a timely manner for the Operations team to respond. Achieve daily, weekly and monthly agent adherence to schedule as per defined targets. Schedule and responds to escalated issues and ad-hoc requests. Monitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets. Drive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working/dialling. Analyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals. Develop short or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed. Job Requirements: White/Green Belt Certification (Advantageous) Previous workforce management experience (Advantageous) Grade 12/ SAQA Accredited Equivalent (Essential); Experience in financial services industry (Advantageous) Bachelor of Commerce/ Information Technology or equivalent(Advantageous); Avaya/CMS, IEX, Qstory experience and knowledge (Advantageous); Lean Six Sigma 2 or more years experience in a contact centre and/or team lead experience (Essential); Job Details: Company: Telesure Investment Holdings – TIH Vacancy Type: Full Time Job Location: Johannesburg Application Deadline: N/A [ads2] Apply Here instantcareers.net #J-18808-Ljbffr