Business Process Manager

8 months ago

Johannesburg, South Africa MSA Outsourcing Solutions (Pty) Ltd Full time

**Primary Function - KPI Management and Maintenance**

▪ Identify lack of KPI’s on all campaigns and start the implementation process by

exploring the expectations of the client and documenting them.

▪ Once expectations are discovered and documented, the document should be sent to the

client for approval.

▪ The agent(s) must be made aware of the performance management process that is

associated with the signed KPI document and it should be signed off.

▪ The performance of each individual on the team must be monitored over the relevant

time period and if necessary, liaising with the Employee Relations Manager to initiate

any disciplinary processes or actions that are needed.

**Primary Function - Systems Management and Monitoring**

▪ A thorough understanding of the systems and technologies used from the recruitment

department through to operational software including biometrics, security, and

monitoring software.

▪ Investigate the possibility of revising and simplifying the processes currently used to

prevent double handling of work and optimize workflow.

▪ Understanding of the roles and responsibilities of the management team and the

functions of each individual.

▪ Inspect from time to time, the formulas used in various sheets to ensure that they are

functioning as intended and producing the necessary results.

**Primary Function - Business Process Flow Mapping**

▪ Analyze and plot a workflow map for all campaigns in an organized fashion

▪ Maintain the documentation for each campaign at least once monthly to establish if

there were any changes in processes, number of agents or an adjustment of

expectations.

**- Primary Function - Statistical Analysis**

▪ Generate and interpret graphically, various needed statistics relating to attendance,

productivity, attrition amongst other facets of the business that may be requested or

needed from time to time.

▪ Present trends for the business in various forums when needed or requested.

**Secondary Function - Recruitment Assistance**

▪ Assistance with interviews when required.

▪ Review of pre-employment questionnaires and reporting to the recruitment manager

about any findings.

**- Secondary Function - Administrative and Organizational**

▪ Browse and maintain templates on Google Drive relevant to all systems in use.

▪ Handle general agent queries and questions when needed.

▪ Reporting and assisting with ad-hoc tasks requested throughout the day.

▪ Management of statistics relating to attrition and case studies requested by

management.

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