ENVIRONMENT: PROVIDE exceptional technical customer support as the next Systems Engineer sought by a Customer Experience Tech Specialist to join its team. Your role will include Linux Server Administration, VICIdial support and configuration, Genesys Cloud CX implementation and support & Qcontact implementation and support. Applicants must have Matric/Grade 12, an IT Diploma and Certifications...
We are seeking a Senior Business Analyst to play a critical role in the replacement of an existing SAP call centre/customer support platform with a more sophisticated AWS-based call centre solution. This is not a documentation-only BA role. This person will be driving business process redesign, shaping how future customer engagement and customer service operations work across the Group. The new...
Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives. Responsibilities - Handle inbound and outbound calls and email correspondence with UK customers professionally and...
About Hugo Hugo is a next-generation BPO built for today's work. With a global team of over 4,500 people, we specialize in high complexity, judgment led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the world's most demanding digital operations, including AI and model evaluation, multimodal trust and safety, crisis and escalation workflows, and advanced...
Primary Purpose This position aims to maintain and improve customer service quality at Bidvest Bank's Customer Call Centre. The Quality Assessor monitors customer interactions for compliance and service standards, gives feedback and coaching to agents, and analyses performance trends. They generate quality reports, advise management on system effectiveness, and recommend improvements to enhance...
The Role Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc. As part of the Solera family, cap hpi have a mission to...
Act as single point of contact for project implementations, feedback, timelines, approvals, tech requirements. Manage staff performance/wellbeing, recruitment, training compliance (NewEx Gen onboarding), incentives (FCR, tNPS, SLAs). Ensure adherence to SLAs (95% response), quality (90 -98%), fraud mitigation, reporting/insights (daily/weekly/monthly). Drive bi -weekly QBRs, monthly ops...
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational...
Overview As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet operational needs, and optimizing productivity...
Role Purpose The Business Analyst's (BA) primary role will be to support customers, Sales, and Customer Success Managers in the Cape Town region, with a focus on contact centre and customer service environments. The role will involve understanding customer needs and business requirements and translate these into deliverable customer solutions that will provide tangible business benefits to...
Key purpose: To manage a team of planners to deliver the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance. Duties and responsibilities: - Overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers - Design, implement and distribute shift patterns and...
Who are we? At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you. Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things. We...
Company Description WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged...
ABOUT GENESIS: In a world undergoing convulsive technological and political change, Genesis partners with key actors to deliver urgent, lasting impact in critical areas. Genesis, an impact firm founded, incorporated and headquartered in Africa, has worked in 46 African countries and more than 100 countries globally. Uniquely, Genesis is focused on the Young World – the arc of countries with...
Job Description The Real-Time Analyst is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure optimal staffing and service levels. This role supports operational efficiency by managing intraday schedules, tracking adherence, and providing actionable insights to maintain client and business KPIs. Requirements - Matric (Grade 12) required;...
IT Technician – Job Specification (Contact Centre / BPO) Company: iBridge Contact Solutions (Pty) Limited DBN Location: Anton Lembede Street ,Durban, KZN, South Africa Role Type: Full-Time (including after-hours & weekend standby rotation) Reporting To: IT Manager 1. Job Purpose The IT Technician provides first-line technical support to call Centre agents and staff in a high-demand BPO...
Listing reference: track_ Listing status: Online Apply by: 8 December 2025 Position summary Industry: IT & Internet Job category: Psychology Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Tracker Connect requires the expertise of a Psychometrist to manage all aspects of the psychometric assessment process to ensure the appropriate...
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational...
· Handle onsite support: SIM swaps, activations, billing enquiries, VAS, APN setup, barring, upgrades, bulk requests (e.g., 8 -56hr SLAs). · Achieve FCR, FTF, tNPS; upsell/cross -sell; drive digital/portal adoption. · Log activities in Client's systems (Genesys, IRS -P, SRM); complete monthly assessments, training refreshers. · Comply with fraud/BPPs, authentication; report issues, participate...
Education Economist – Genesis Analytics (South Africa) Location: South Africa (preferred), with consideration for Kenya, India, or other Young World countries Job Type: Permanent | Work Level: Mid-Level | Salary: Market Related Genesis Analytics, Africa's leading impact consultancy, is seeking a technically strong and delivery-oriented Education Economist to join our Human Development...