Takealot Customer Service

4 months ago

Cape Town, South Africa takealot.com Full time

We are a young, dynamic, hyper growth company looking for smart, creative, hard
- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great

**This position reports in to the Customer Service Operations Manager.**

**Your Responsibilities will include**:

- The production of monthly, weekly and daily variations to the long range forecasting model with intraday contact volume forecasts by skills groups based on Historical contact patterns, shrinkages and handle times.
- Develop the available forecasting tools to develop projected future contact volumes for intra-day, daily, weekly and monthly periods.
- Schedule adherence for the front-line as well as schedule and overtime forecasting based on lead flow and call arrival patterns.
- Project the staffing required establish service levels within the reporting periods.
- Forecast mid-term and intraday contact volumes and staffing needs for use in budgeting and for scheduling purposes - utilising existing resource (staff and overtime where applicable) to optimise the service whilst achieving long term forecast objectives.
- Reconcile variances from original plans and maintain a view of actual against forecast projections
- In consultation with the Head of CS and management team develop an annual workforce planning strategy aligned to forecasts
- Analyse contact volumes and patterns within reporting periods, and report forecasts and actual performance for sites and /or contact handling groups, and maintain other information needed for accurate forecasting.
- Generate MI reports on forecasting trends and produce impact analysis reports on marketing demands, known seasonal peaks and the variation to long term planning.
- Work with marketing to ensure any campaign/promotional material is included within the forecasts along with ad-hoc variations to plan including forecast or campaign activity.
- Prepare and analyse schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.
- Ensure schedules are made accessible 8 weeks ahead by skill group by site based on actual data including all planned shrinkage (booked holidays, sickness, trainings and breaks)
- Continually monitor and review plans and make appropriate adjustments in the event of changes and unforeseen circumstances
- Have a detailed knowledge of the scheduling contracts within the contact centre, thereby ensuring work regulations are met.
- Review systems and methods to continually improve plans so that the organisation can better anticipate customer needs

**Attributes Required**:

- Demonstrates strong analytical skills, with emphasis on forecasting.
- Intermediate knowledge of call centre management and all related calculations
- Intermediate knowledge of various forecasting and scheduling software
- Strong organizational skills
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion
- Ability to work independently with mínimal supervision
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to sit the entire work day viewing a computer monitor.
- Ability to work occasionally evenings and weekends to meet deadlines.
- Ability to liaise with internal stakeholders and obtain appropriate information and data in order to prepare schedules, plans and forecasts
- Ability to support meetings supplying relevant data, provide updates on plans and highlight concerns relating to actual or potential issues
- Ability to escalate any issues to Manager or others in the organization particularly when there is risk which could prevent the organization meeting customer demands or where there are over capacity concerns

**Qualifications and Experience**:

- 4-years of experience in Capacity Planning, preferably in contact centers with at least 150 employees.
- Matric or NQF equivalent
- Some college desired with mathematical or statistical course work
- Minimum of one (1) year of WFM experience in a multi-channel call center environment
- Minimum of one (1) years of experience in trend analysis

  • Customer Service Representative

    3 weeks ago

    Cape Town, Western Cape, South Africa Takealot Full time

    **Job Summary**Takealot, a leading e-commerce company, is seeking a highly skilled Customer Service Representative to join our team in Cape Town. As a key member of our delivery team, you will be responsible for providing exceptional customer service to our clients.**Key Responsibilities:**Provide timely and accurate customer service to all stakeholders of...

  • Takealot Delivery Assistant

    3 months ago

    Cape Town, South Africa Takealot Full time

    a leading South African online retailer, is looking for a highly talented Delivery Assistant to join our team in Cape Town over the Festive Season .  (The festive period in eCommerce refers to a specific time of the year, typically spanning from late September through early January, during which there is a significant increase in shopping activities....

  • CRM Manager

    1 week ago

    Cape Town, Western Cape, South Africa takealot Full time

    About the RoleWe are seeking a highly skilled CRM Manager to join our team at Takealot, a leading South African online retailer. As a CRM Manager, you will be responsible for designing and executing customer lifecycle strategies that drive customer acquisition, retention, and lifetime value.Key ResponsibilitiesDevelop and execute CRM strategies focused on...

  • Customs Coordinator

    1 week ago

    Cape Town, Western Cape, South Africa takealot Full time

    Customs Coordinator Job DescriptionTakealot, a leading South African online retailer, is seeking a highly skilled Customs Coordinator to join our team in Cape Town.We are a dynamic and entrepreneurial company that values innovation, customer-centricity, and teamwork. As a Customs Coordinator, you will play a critical role in ensuring the smooth import and...

  • Takealot Delivery Assistant

    4 months ago

    Cape Town, South Africa takealot.com Full time

    **Takealot Delivery Assistant** The Takealot Delivery Team in Customer Service are a central communications hub for both Customer Services as well as the TDT branch network. Simply put, their main task is to ensure the successful delivery of as many orders as possible. This is done by proactively identifying exceptions requiring intervention and by...

  • Copy of Takealot

    4 months ago

    Cape Town, South Africa Takealot Group Full time

    We're a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build...

  • Customs Coordinator

    3 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    We are seeking a highly skilled Customs Coordinator to join our team at Takealot, a leading South African online retailer. As a Customs Coordinator, you will play a critical role in ensuring the smooth import and export of products, while maintaining compliance with customs regulations and procedures.Key Responsibilities:Verify tariffs and classification...

  • Digital Advertising Sales Director

    2 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    Advertising Sales ManagerTakealot, a leading South African online retailer, is seeking an experienced Advertising Sales Manager to join our dynamic team in Cape Town.Key Responsibilities:Develop and execute a sales strategy to drive growth and hit sales targetsManage a team of sales professionals to achieve revenue goalsCollaborate with cross-functional...

  • Financial Accountant

    1 week ago

    Cape Town, Western Cape, South Africa Takealot Full time

    Financial Accountant Job DescriptionTakealot, a leading South African online retailer, is seeking a highly skilled Financial Accountant to join our team in Cape Town. As a key member of our finance team, you will play a critical role in supporting the growth and success of our business.Key Responsibilities:Provide financial business partnering to the...

  • Site Merchandising Specialist

    7 days ago

    Cape Town, Western Cape, South Africa takealot Full time

    Site Merchandiser Job DescriptionTakealot, a leading South African online retailer, is seeking a highly skilled Site Merchandiser to join our team in Cape Town. As a Site Merchandiser, you will play a crucial role in driving business growth by optimizing our online product offerings and customer experience.Key Responsibilities:Collaborate with Divisional...

  • Outbound Sales Agent

    4 months ago

    Cape Town, South Africa Takealot Group Full time

    Join an exciting new team within Takealot. The Takealot Personal Shopper team has a mission to make Takealot more accessible to customers in townships. The Outbound Sales Agent is responsible for recruiting Personal Shoppers. They need to be a dynamic brand ambassador for Takealot and able to communicate the benefits of the programme and answer any...

  • Business Development Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    About the RoleWe are seeking a highly skilled Business Development Manager to join our team at Takealot, a leading South African online retailer. As a key member of our team, you will be responsible for driving business growth and development through strategic partnerships and client acquisition.Key ResponsibilitiesDevelop and execute sales strategies to...

  • Account Manager

    1 week ago

    Cape Town, Western Cape, South Africa takealot Full time

    Account Manager - AdvertisingWe are seeking a highly skilled Account Manager - Advertising to join our Takealot Group Advertising team in Cape Town. As a key member of our team, you will be responsible for maximising value from existing Takealot Group relationships, directly attracting new brands and agencies, and initiating, designing, and ensuring...

  • Customs Operations Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    About the Company: Takealot is a prominent online retail platform in South Africa, recognized for its innovative approach and rapid growth in the e-commerce sector. Position Overview: We are seeking a skilled Customs Coordinator to enhance our operations in Cape Town. This role is pivotal in ensuring compliance with customs regulations and facilitating...

  • Customs Operations Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    Takealot, a prominent online retail platform in South Africa, is seeking a skilled Customs Coordinator to enhance our operations in Cape Town. As a vibrant and rapidly expanding organization, we are in search of intelligent, innovative, and dedicated individuals who possess strong ethical values. We provide a competitive Total Remuneration Package that...

  • CRM Data Analyst

    7 days ago

    Cape Town, Western Cape, South Africa takealot Full time

    About the RoleWe are seeking a highly skilled CRM Data Analyst to join our team at takealot, a leading South African online retailer. As a key member of our Insights and CRM team, you will play a critical role in driving business growth through data-driven decision making.Key ResponsibilitiesEvaluate the effectiveness of CRM campaigns across various...

  • Director of Supplier Engagement

    3 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    Takealot, a leading South African e-commerce company, is seeking a highly skilled and experienced professional to fill the role of Head of Supplier Business. This position will be responsible for leading a team of Supplier Business Managers to ensure optimal income is derived from trading terms with key suppliers.Key Responsibilities:Build and lead a team of...

  • Advertising Sales Director

    7 days ago

    Cape Town, Western Cape, South Africa takealot Full time

    Job Title: Advertising Sales ManagerTakealot, a leading South African online retailer, is seeking an experienced Advertising Sales Manager to join our dynamic team in Cape Town.About the Role:We are looking for a highly skilled and motivated individual to lead our advertising sales team and drive revenue growth. The successful candidate will be responsible...

  • Category Growth Specialist

    7 days ago

    Cape Town, Western Cape, South Africa takealot Full time

    Job Title: Campaign Manager: Category Growth SpecialistTakealot, a leading South African online retailer, is seeking a highly skilled Campaign Manager: Category Growth Specialist to join our team in Cape Town.About the RoleWe are a young, dynamic, and hyper-growth company looking for smart, creative, and hard-working individuals to join us. We offer...

  • Business Development Manager

    7 days ago

    Cape Town, Western Cape, South Africa takealot Full time

    Business Development ManagerTakealot, a leading South African online retailer, is seeking a highly skilled Business Development Manager to join our team in Cape Town. As a key member of our team, you will be responsible for driving sales growth and developing strategic partnerships to enhance our e-commerce business.Key Responsibilities:Deliver on sales...