Associate Lead, T&e Voice

2 weeks ago

Johannesburg, South Africa TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage, or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities, and local economies around the world.

**What You'll Bring**:
**What We Offer**
- TransUnion believes in investing in the best people.
- A welcoming, energetic and pressurized environment that encourages collaboration and innovation.
- Our dynamic and diverse environment values and promotes the growth of associates in their jobs, roles, and careers.
- The flexibility of working from home.
- Our culture encourages our people to hone current skills and build new capabilities.

**What you will do**:

- Responsible for managing the day to day operations of the Consumer supporting voice/data teams, by leading and managing the teams to provide best in class customer service experience, in ensuring that your team is being measured and coached in accordance with their job requirements, metrics and HR policies.
- Anticipate customer needs and proactively champion and resolve customer issues in collaboration with relevant teams and resources.
- Develop and maintain a high level of knowledge about our industry, products and services to effectively support a team of customer service representatives.
- Create an inspiring team environment with high engagement and an open communication culture through regular one on ones, team meetings, team huddles/briefs and any other effective communications methods.
- Track, monitor and evaluate both team and individual performance on all metrics by producing daily, weekly and monthly status reporting on team and individual productivity and other KPI’s and ensure that correct procedures are being followed
- Hold agents accountable for their performance within the call center by recognizing high performance and reward accomplishments.
- Encourage creativity and risk taking
- Through your proven experience drive constant improvement of customer service through call listening, quality checking, coaching and feedback and maintain required coaching logs and one on one minutes
- Work with team to establish clear goals and targets, thus creating a sense of ownership, complete annual reviews and assist employees in resolving any issues (If any)
- Mentor and develop team members to surpass their potential by creating and completing development plans for each individual, therefore creating clear growth paths
- Act as Tier 2 escalation support for your team by handling escalated and supervisor level communications from customers/consumers in a timeous manner by responding to and resolving issues and/or unique or complex requests
- Identify any system and workflow improvements to enhance teams efficiency by reviewing and creating process documents where required.
- Must work US business hours in support of US customers/consumers and must be open to rotational weekend shifts also during US business hours
- Participate and lead in QA and other operational meetings to ensure that teams meet and exceed all call metrics.

**Impact You'll Make**:
**What you will bring**:

- High School/College Diploma or equivalent required in business or related field (Equivalent combination of work and educational experience may be substituted at the discretion of management)
- Bachelor’s degree preferred in business or related field (Equivalent combination of work and educational experience may be substituted at the discretion of management)
- At least 5 years of customer service experience in an inbound voice call centre
- At least 3 - 4 years’ experience in leading a customer service team with multiple members as well as multiple processes (Previous experience in managing remote teams will be advantageous)
- Above average oral and written communication skills and must have a sense of comfort with their presentation skills
- Must have a proactive and solution-oriented mindset
- Intermediate knowledge of Microsoft Office programs such as outlook, Word, Excel, Powerpoint, etc
- Must have the ability to promote team work and have strong coaching skills in order to coach teams effectively
- Must h

  • E T Consultant

    2 days ago

    Johannesburg, South Africa IFC Systems Corporation Full time

    **E T Consultant (Regional Climate Specialist)** **Job #**: - req27533**Organization**: - IFC**Sector**: - Climate Change**Grade**: - EC3**Term Duration**: - 1 year 0 months**Recruitment Type**: - International Recruitment**Location**: - Johannesburg,South Africa**Required Language(s)**: - English**Preferred Language(s)**: **Closing Date**: -...

  • Voice Agent

    4 days ago

    Johannesburg, South Africa Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Marketing Associate

    1 month ago

    Johannesburg, South Africa M-KOPA Full time

    **Job Summary** As a Marketing Associate, you will be responsible for managing below-the-line marketing activities, partnerships, activations, and digital platforms. You will be accountable for managing budgets, optimizing the ROI of marketing activities, creating engaging social media content, managing social media communities, executing paid social media...

  • Senior Engineer Security, Network and Voice

    1 month ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    The above-mentioned position is within the ICT Infrastructure department. The Team Lead Senior Security Data and Voice Engineer’s role involves analyzing, planning, implementing, maintaining, troubleshooting and enhancing large complex systems or networks consisting of a combination that will include servers networks, load balancers, fabrics, storage...

  • Snr Network Support Engineer

    1 month ago

    Johannesburg, South Africa Elite Search and Selection Full time

    Experience required: Proficiency in network routing and switching protocols (e.g., BGP, OSPF, VLANs, STP) and voice technologies such as VoIP, SIP, and unified communications. Strong understanding of network security principles and best practices, including firewall configuration, VPN implementation, and threat mitigation strategies. Hands-on experience...

  • Senior Manager: E-commerce Product

    1 month ago

    Johannesburg, South Africa People Source Full time

    Experience in ecommerce and electronic payment business. Product development as well as product features development. E-commerce technical knowledge and an understanding of fintech, banking, and payment business. Lead the development, deployment and management of e-commerce products, define and develop strategies relating to an evolving e-commerce landscape.

  • Snr Network Support Engineer

    1 month ago

    Johannesburg, South Africa Elite Search Full time

    Experience required:Proficiency in network routing and switching protocols (e.g., BGP, OSPF, VLANs, STP) and voice technologies such as VoIP, SIP, and unified communications.Strong understanding of network security principles and best practices, including firewall configuration, VPN implementation, and threat mitigation strategies.Hands-on experience with...

  • E-commerce Manager

    4 weeks ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 70391 **Job Type** - Permanent **Job Title** - E-Commerce Manager **Computer Skills** - CRM **Industry** - Consumer Electronics **City** - Johannesburg (Incl. Northern Suburbs) **Province** - Gauteng **Purpose** - Successfully support the establishment of E-Commerce project for company and grow online sales capability through a new...

  • E-Commerce Manager

    4 days ago

    Johannesburg, South Africa 467 Avon Justine (Pty.) Ltd (South Africa) Full time

    Description / Key Accountabilities 1. Strategy Development: 1.Design and implement a comprehensive e-commerce strategy that aligns with Avon’s overall business goals.2.Develop a growth roadmap to enhance online sales channels and marketplace integration, adapting strategies based on evolving market trends and consumer behaviours. 2. ...

  • Cx Associate

    4 weeks ago

    Johannesburg, South Africa MyCalling Full time

    **Are you ready to take the next step in your career?** What you will be doing; The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences. - 1. Training - Delivers induction, product, systems, and customer experience training to agents - Deliver...

  • E&i Foreman

    1 week ago

    Johannesburg, South Africa Believe Resourcing Full time

    **Our client** Our client creates world-class sustainable solutions for leading players in the oil and gas, wind energy, marine, and infrastructure industries worldwide. They are a trusted global partner with 25 years of experience and have worked on more than 600 assets globally. With a focus on Health, Safety, Environment, and Quality (HSEQ), they are...

  • Head Of E-Commerce

    3 weeks ago

    Johannesburg, South Africa HR Genie Full time

    Our client seeks a dynamic and consumer-focused Head of e-Commerce with a proven track record in growing omnichannel brands. The ideal candidate should possess robust sales and marketing expertise, thrive in a hands-on, fast-paced environment, and demonstrate success in high engagement consumer experience brands. Reporting directly to the Marketing...

  • Head Of E-Commerce

    1 month ago

    Johannesburg, South Africa HR Genie Full time

    Our client seeks a dynamic and consumer-focused Head of e-Commerce with a proven track record in growing omnichannel brands. The ideal candidate should possess robust sales and marketing expertise, thrive in a hands-on, fast-paced environment, and demonstrate success in high engagement consumer experience brands. Reporting directly to the Marketing...

  • E & I Foreman

    1 week ago

    Johannesburg, South Africa Believe Resourcing Full time

    **Our client** Our client creates world-class sustainable solutions for leading players in the oil and gas, wind energy, marine, and infrastructure industries worldwide. They are a trusted global partner with 25 years of experience and have worked on more than 600 assets globally. With a focus on Health, Safety, Environment, and Quality (HSEQ), they are...

  • Havas Market Lead/senior E-commerce Specialist

    1 month ago

    Johannesburg, South Africa Havas Johannesburg Full time

    Mission and responsibilities Develop and present client strategies to meet their e-commerce needs Execute the e-commerce strategy by engaging the right resources and/or implementing the plan Ensure and measure the e-commerce campaign success; implement optimization actions when required Ensure client satisfaction Ensure optimal delivery Collaborate with...

  • Web Development

    4 weeks ago

    Johannesburg, South Africa AVI Limited Full time

    **Line Manager**: Senior Manager: Digital Technologies **Number of Direct Reports**: Web Developer, Senior Web Developer **Job Specification**: **Key Performance Areas**: - Sotware Development - Solution Architecture and Design - Technical Leadership - Mainenance and Support - Code Quality, Standards & Quality Assurance **Minimum...

  • Head Of E-Commerce

    4 weeks ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    Our client seeks a dynamic and consumer-focused Head of e-Commerce with a proven track record in growing omnichannel brands. The ideal candidate should possess robust sales and marketing expertise, thrive in a hands-on, fast-paced environment, and demonstrate success in high engagement consumer experience brands. Reporting directly to the Marketing...

  • Category Manager

    4 weeks ago

    Johannesburg, South Africa CA Global Headhunters Full time

    **Reference Number**: CESF15 An exciting new B2B Marketplace and e-procurement start-up is seeking a Category Manager to join them to drive the building, rollout, and growth of an Enterprise B2B Marketplace & E-Procurement solution. The Category Manager's goal is to increase the sales and profitability of the categories to drive sustainable growth, provide...

  • Category Manager

    4 weeks ago

    Johannesburg, South Africa CA Global Headhunters International Full time

    **Job Description**: **Reference Number: CESF15** An exciting new B2B Marketplace and e-procurement start-up is seeking a Category Manager to join them to drive the building, rollout, and growth of an Enterprise B2B Marketplace & E-Procurement solution. The Category Manager’s goal is to increase the sales and profitability of the categories to drive...

  • Accounts Payable

    4 weeks ago

    Johannesburg, South Africa Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...