Learnership: Contact Centre and Business Outsourcing

**CONTACT CENTRE & BUSINESS OUTSOURCING SUPPORT LEARNERSHIP
**Company Overview**: Nimble Group provides highly professional credit management services to many of the largest credit grantors in Southern Africa. Services for high volume consumer and corporate accounts, receivables management, customer service work, and collections early stage, arrear and overdue accounts are provided. Other services also include debt restructuring support and advisory services to financially stressed entities.

**Qualification**: National Certificate: Contact Centre NQF (SAQA ID 93997) Level 3, 124 credits.

Purpose and Objectives: This learnership provides an introduction to Contact Centre and / Business Process Outsourcing operations. The qualification will equip learners with the knowledge and skills required to excel in a contact centre environment.

**Location**:Woodstock, Cape Town

**KEY PERFORMANCE AREAS**:
Learners will participate in 12 months of on-the-job training, inclusive of theoretical classroom style learning and practical learning in the working environment.

Under the management / direction of the Team Manager, the Outbound Collections Agent / Learner will have the following responsibilities (including but not limited to):
1. Collections and Productivity Management
a) Ensure that allocated collection target/s are achieved
b) Ensure that allocated productivity target/s are achieved
c) Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)
d) Follow-up daily on progress of the PTP's and the respective statuses to optimise collections
e) Ensure full understanding of product/s working on

2. Quality Management
a) Understands, interprets and applies laws, rules, regulations, policies and/or procedures to collections process
b) Adhere to / utilize the collections call script/s
c) Ensure that all debtors information held on record is up to date and accurate Ensure that the accounts are properly maintained at all time on the collections system
d) Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism

Learners will be required to;
- Acquire knowledge of company products, policies and procedures in order to be successful at on the job training activities
- Compile a Portfolio of Evidence for submission to the SETA
- Achieve the required level in formative and summative assessments
- Demonstrate a commitment to work in the Contact Centre Environment

**REQUIREMENTS**:

- Currently unemployed
- South African citizen
- Between the age of 18 and 29 years
- Matric qualification
- No previous contact centre experience
- Good communication skills
- Customer services orientated
- Computer Literacy at an intermediate level
- Ability to work shifts
- Affinity towards technology / apps
- Resilient and results orientated
- Credit and Criminal clear

**SKILLS / KNOWLEDGE / ATTRIBUTES**:

- Target driven
- High level of integrity
- Strong work ethic
- Self-motivated
- Able to work under pressure
- Reliable
- Time management
- Able to work in a team

**REMUNERATION STRUCTURE**:

- The learner will receive a monthly stipend.
- The learner may be in a position to receive commission each month which will be

**WORKING HOURS**:
You will be required to work a maximum of 45 hours per week.
- Monday to Friday: You will be required to work a maximum of 9 hours per day (in the week that

you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are

working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.
- Saturdays: You will be required to work a maximum of 6 hours per day on a maximum of 2

Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.

**LEARNERSHIP CURRICULUM AND UNIT STANDARD ALIGNMENT**:

- Communication
- Mathematical & Financial Literacy
- Customer Care and Call Management
- Administration
- Team-Work and Management
- FAIS & SASRIA
- Work Readiness

**APPLICATIONS CLOSE**:
External: TBA

**NB**:
Learners will be required to sign a 12 month tripartite contract (Nimble Group, BPO Skills Academy and Learner).
Learners must attend and complete all required theoretical and practical components of the learnership.