Key Responsibilities:

• Ensure that salary discrepancies are investigated, escalated to relevant stakeholders, and resolved according to the required SLA. 
• Ensure that relevant stakeholders receive a weekly update of the current vacancy status and headcount within the department
• Ensuring that Operational moves are communicated to the relevant stakeholders to ensure accurate billing to each product (Actual vs ORG+).
• Check that the business organogram reflects necessary changes and provide it to the relevant stakeholders.
• Complete and maintain the target calculator monthly and communicate to the relevant stakeholders timeously.
• Ensure that the floor plan is accurate and kept updated, and that any changes/moves are communicated to the relevant stakeholders.
• Manage the correct allocation of teams within Dayforce system for new starters and transfers is allocated timeously.
• Flag unauthorized timesheets with the Operations & Other Managers, as per the agreed timeframes.
• Ensure that the correct process is followed when completing internal transfers, conversions, and communicating timeously to the relevant stakeholders for actioning.
• Ensure that accurate documentation (Management) is completed and submitted for the termination process to be followed timeously.
• Adherence of operational and administrative processes
• To accurately complete daily, weekly, and monthly agent performance statistics 
• Communicate with the various departments and collate monthly stats for monthly incentive target settings
• Accurately complete monthly incentive payout statistics and payout schedules for submission to the salaries department
• Adhoc Reports
• Reporting and Administrative functions

Qualification and Experience:

• At least 3 years of administration experience within a Contact Centre environment
• Matric (Grade 12)
• A thorough knowledge of MS Office (Advanced Excel)

Skills:

• Accuracy and attention to detail
• Deadline-oriented
• Good interpersonal skills
• Good written and verbal communication skills
• Strong numerical skills
• Analytical thinking skills
• Reporting skills
• Relationship building skills
• Effective time management skills
• To be adaptable and flexible with good organizational skills
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Behaviours:

• Decision Making – Analyses complex situations to ensure effective and timely choices 
• Driving & Perservering 
• Meeting Customer Expectations – Consistently delivers exceptional customer service 
• Planning & Organising – Uses a structured approach to effectively manage tasks 
• Presenting & Communication – Articulates ideas clearly to different audiences 
• Responding to Change – Shows a proactive mind-set and can effectively navigate changing circumstances