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<p><strong><span style="font-family: Roboto, Helvetica, Arial, sans-serif; font-size: 36px;">MTN Call Centre Agents &#8211; Real Time Monitoring.Customer Operations</span></strong></p>
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<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
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<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
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<article><job-details-content params=" pageData: pageData, viewData: viewData, onMessage: onMessage, "></p>
<div class="job-details" data-bind=" i18nLang: pageData().job.lang, attr: { lang: pageData().job.lang }, css: { 'job-details--with-similar-jobs': pageData().similarJobsState().hasJobs }" dir="ltr" lang="en">
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<p><strong>Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better.</strong></p>
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<p><oj-dialog initial-visibility="hide" resize-behavior="none" drag-affordance="none" cancel-behavior="none" modality="modeless" aria-modal="true" on-oj-focus="{{setFocusToBody}}" data-bind="focus: focusCallback, attr:{ 'aria-label': ariaLabel, 'aria-describedby': ariaDescribedBy, 'role': role }, class: 'app-dialog font-family-primary ' + baseClass, a11y.keysHandler: { keys: 'esc', handler: close }, moveChatBot: { shouldMoveChatbot: shouldMoveChatbot }, isDialogVisible: { isVisible: isVisible, afterClose: afterClose }" class="app-dialog font-family-primary job-details-modal-container oj-dialog oj-component oj-component-initnode oj-complete oj-dialog-sheet oj-dialog-full" aria-label="Job Details" id="ui-id-12" role="dialog" aria-labelledby="ui-id-13" tabindex="-1"></oj-dialog></p>
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<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
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<article><job-details-content params=" pageData: pageData, viewData: viewData, onMessage: onMessage, "></p>
<div class="job-details" data-bind=" i18nLang: pageData().job.lang, attr: { lang: pageData().job.lang }, css: { 'job-details--with-similar-jobs': pageData().similarJobsState().hasJobs }" dir="ltr" lang="en">
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<div class="job-details__section" data-bind=" class: customizationParams.commonParams.cssClass, attr: { id: customizationParams.commonParams.cssId }, customStyles: customizationParams.commonParams, ">
<h2 class="job-details__description-header text-color-secondary font-family-secondary" data-bind="i18n: 'job-details.job-description-title'"><strong>JOB DESCRIPTION</strong></h2>
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<p><strong>Mission: </strong><br />
<strong>The mission of the Real-Time Agent (RTA) is to ensure the seamless operation of the call centre through constant monitoring of systems and interactions. The RTA promptly identifies and addresses issues, provides accurate reports to stakeholders, and collaborates with relevant teams to maintain optimal service levels and customer satisfaction.</strong></p>
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<div id="ui-id-12_layer" role="presentation" class="oj-dialog-layer oj-focus-within" data-oj-surrogate-id="ui-id-12_layer_surrogate">
<p><oj-dialog initial-visibility="hide" resize-behavior="none" drag-affordance="none" cancel-behavior="none" modality="modeless" aria-modal="true" on-oj-focus="{{setFocusToBody}}" data-bind="focus: focusCallback, attr:{ 'aria-label': ariaLabel, 'aria-describedby': ariaDescribedBy, 'role': role }, class: 'app-dialog font-family-primary ' + baseClass, a11y.keysHandler: { keys: 'esc', handler: close }, moveChatBot: { shouldMoveChatbot: shouldMoveChatbot }, isDialogVisible: { isVisible: isVisible, afterClose: afterClose }" class="app-dialog font-family-primary job-details-modal-container oj-dialog oj-component oj-component-initnode oj-complete oj-dialog-sheet oj-dialog-full" aria-label="Job Details" id="ui-id-12" role="dialog" aria-labelledby="ui-id-13" tabindex="-1"></oj-dialog></p>
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<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
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<article><job-details-content params=" pageData: pageData, viewData: viewData, onMessage: onMessage, "></p>
<div class="job-details" data-bind=" i18nLang: pageData().job.lang, attr: { lang: pageData().job.lang }, css: { 'job-details--with-similar-jobs': pageData().similarJobsState().hasJobs }" dir="ltr" lang="en">
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<div class="job-details__section" data-bind=" class: customizationParams.commonParams.cssClass, attr: { id: customizationParams.commonParams.cssId }, customStyles: customizationParams.commonParams, ">
<h2 class="job-details__description-header text-color-secondary font-family-secondary" data-bind="i18n: 'job-details.job-responsibilities-title'"><strong>RESPONSIBILITIES</strong></h2>
<div class="job-details__description-content basic-formatter" data-bind="html: pageData().job.responsibilities">
<p><strong>Key Performance Areas:</strong></p>
<p><strong>Continuous Monitoring:</strong><br />
<strong>•Monitor systems and interactions in real-time to identify anomalies and potential issues.</strong><br />
<strong>•Conduct regular tests of systems and analyze service levels across all contact centre touchpoints.</strong><br />
<strong>Data Analysis and Reporting:</strong><br />
<strong>•Analyse real-time data to assess call volumes, queues, and agent performance.</strong><br />
<strong>•Prepare accurate and timely reports on system performance, service levels, and agent adherence.</strong><br />
<strong>Staff Adherence Monitoring:</strong><br />
<strong>•Monitor staff adherence to schedules and performance targets.</strong></p>
<p><strong>•Provide feedback and coaching to agents to ensure operational standards are met.</strong><br />
<strong>System Testing and Monitoring</strong><br />
<strong>•Conduct testing and monitoring of systems such as Qcontact &; Callbi</strong><br />
<strong>•Identify and address technical issues promptly to minimise disruption to operations. </strong></p>
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<div class="job-details__section" data-bind=" class: customizationParams.commonParams.cssClass, attr: { id: customizationParams.commonParams.cssId }, customStyles: customizationParams.commonParams, ">
<h2 class="job-details__description-header text-color-secondary font-family-secondary" data-bind="i18n: 'job-details.job-qualifications-title'"><strong>QUALIFICATIONS</strong></h2>
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<p><strong>Education:</strong><br />
<strong>•Matric or equivalent</strong><br />
<strong>•Fluent in English and language of country preferable</strong></p>
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<p> ;</p>
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<p><oj-dialog initial-visibility="hide" resize-behavior="none" drag-affordance="none" cancel-behavior="none" modality="modeless" aria-modal="true" on-oj-focus="{{setFocusToBody}}" data-bind="focus: focusCallback, attr:{ 'aria-label': ariaLabel, 'aria-describedby': ariaDescribedBy, 'role': role }, class: 'app-dialog font-family-primary ' + baseClass, a11y.keysHandler: { keys: 'esc', handler: close }, moveChatBot: { shouldMoveChatbot: shouldMoveChatbot }, isDialogVisible: { isVisible: isVisible, afterClose: afterClose }" class="app-dialog font-family-primary job-details-modal-container oj-dialog oj-component oj-component-initnode oj-complete oj-dialog-sheet oj-dialog-full" aria-label="Job Details" id="ui-id-12" role="dialog" aria-labelledby="ui-id-13" tabindex="-1"></oj-dialog></p>
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<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
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<article><job-details-content params=" pageData: pageData, viewData: viewData, onMessage: onMessage, "></p>
<div class="job-details" data-bind=" i18nLang: pageData().job.lang, attr: { lang: pageData().job.lang }, css: { 'job-details--with-similar-jobs': pageData().similarJobsState().hasJobs }" dir="ltr" lang="en">
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<p><strong>•Technical Proficiency: Familiarity with call centre software, quality monitoring tools, and proficiency in handling interactions across various communication channels, including calls, WhatsApp, SMS, tickets, and emails, for report generation and analysis.</strong></p>
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<div id="ui-id-12_layer" role="presentation" class="oj-dialog-layer oj-focus-within" data-oj-surrogate-id="ui-id-12_layer_surrogate">
<p><oj-dialog initial-visibility="hide" resize-behavior="none" drag-affordance="none" cancel-behavior="none" modality="modeless" aria-modal="true" on-oj-focus="{{setFocusToBody}}" data-bind="focus: focusCallback, attr:{ 'aria-label': ariaLabel, 'aria-describedby': ariaDescribedBy, 'role': role }, class: 'app-dialog font-family-primary ' + baseClass, a11y.keysHandler: { keys: 'esc', handler: close }, moveChatBot: { shouldMoveChatbot: shouldMoveChatbot }, isDialogVisible: { isVisible: isVisible, afterClose: afterClose }" class="app-dialog font-family-primary job-details-modal-container oj-dialog oj-component oj-component-initnode oj-complete oj-dialog-sheet oj-dialog-full" aria-label="Job Details" id="ui-id-12" role="dialog" aria-labelledby="ui-id-13" tabindex="-1"></oj-dialog></p>
<div class="oj-dialog-container">
<div class="oj-dialog-content oj-dialog-default-content">
<div class="oj-dialog-body-wrapper">
<div class="app-dialog__wrapper app-dialog__wrapper--active app-dialog__wrapper--align-center oj-dialog-body" data-bind=" css: { 'app-dialog__wrapper--active': isVisible }, class: 'app-dialog__wrapper--align-' + alignment() ">
<div class="oj-dialog-body app-dialog__main background-color-dialog job-details-modal-container__main job-details-modal-container__main-center" data-bind=" css: baseClass ? baseClass + '__main ' + baseClass + '__main-' + alignment() : null, a11y.setInitialFocus: {isVisible: isVisible, focusOn: '.app-dialog__content', delay: 1000 }, attr: { style: width() ? 'max-width: ' + width() : '' } " tabindex="-1">
<div slot="body">
<article><job-details-content params=" pageData: pageData, viewData: viewData, onMessage: onMessage, "></p>
<div class="job-details" data-bind=" i18nLang: pageData().job.lang, attr: { lang: pageData().job.lang }, css: { 'job-details--with-similar-jobs': pageData().similarJobsState().hasJobs }" dir="ltr" lang="en">
<div class="cc-page cc-page--job-details-modal" data-bind=" css: {'cc-page--boxed': isPageDisplayBoxed}, class: classWithModifier ">
<div class="cc-page__content">
<div class="cc-section cc-section--width-null" data-bind="css: cssClass, style: { backgroundColor: params.backgroundColor, backgroundImage: backgroundSrc }">
<div class="cc-section__content">
<div class="cc-row">
<div class="cc-row__content cc-columns-count-1" data-bind="class: 'cc-columns-count-' + columns.length">
<div class="cc-column cc-column--default" data-bind="style: { backgroundColor: params.backgroundColor, backgroundImage: backgroundSrc }, class: 'cc-column--' + size()">
<div class="cc-column__content">
<div data-bind="class: uniqueWrapperClass" class="component-styling-wrapper-3031">
<div class="job-details__section" data-bind=" class: customizationParams.commonParams.cssClass, attr: { id: customizationParams.commonParams.cssId }, customStyles: customizationParams.commonParams, ">
<div class="job-details__description-content basic-formatter" data-bind="html: pageData().job.qualifications">
<p><strong>Skills / physical competencies: </strong><br />
<strong>•Interpersonal Skills: Ability to effectively engage with diverse individuals across multiple communication channels, demonstrating empathy, patience, and professionalism.</strong><br />
<strong>•Analytical Abilities: Strong problem-solving skills coupled with a keen attention to detail and the ability to interpret complex data sets from various communication platforms.</strong><br />
<strong>•Communication: Excellent verbal and written communication skills, with the capability to convey information clearly and persuasively across different channels.</strong></p>
<p> ;</p>
<p><strong>•Innovative Thinking: Strategic mindset with the capacity to generate creative solutions and contribute to process improvements across diverse communication platforms.</strong><br />
<strong>•Team Player: Collaborative approach towards teamwork, coupled with the ability to work autonomously and take initiative in monitoring and improving interactions across multiple channels.</strong></p>
<p><strong>General working conditions:</strong><br />
<strong>•Flexible working hours with shift work</strong><br />
<strong>•Pressure at certain peak times</strong></p>
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<p><strong><a class="maxbutton-1 maxbutton" href="https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/preview/4943/?lastSelectedFacet=LOCATIONS"><span class='mb-text'>CLICK HERE TO APPLY</span></a></strong></p>
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<p> ;</p>
<p></job-details-content></article>
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