External advert : Call Centre team members Opportunity closing date: 14 July 2017 Opportunity type: Full time contract Employment: 12 Months

Job Location Muizenberg Cape Town Reporting to: Systems Manager Summary: Siyashesha Leadership Incubator is a non-profit, dynamic organization that develops skills, builds opportunity and connects young leaders from across South Africa through the Activate programme. Members of network are called Activators. Siyashesha seeks to appoint 2 x call centre operators to work closely with its Systems team to establish a call centre strategy and resolve queries (telephonic and email) from Activators. Applicants will also be required to edit, update and capture data on Salesforce with the goal of improving data quality and subsequently enhancing Activate’s online platforms and Activator’s ability to connect with each other in the network. Key Performance Indicators: Client Satisfaction - Activators and internal business units 

Ensure that interaction within the call centre is demonstrated at a high level on a daily basis

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Friendly and effective service when answering calls

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Communicate (i.e. email and telephonic) in a professional manner

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Awareness of all Activities in the organisation in order to best manage queries

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First Call Resolution – ensure that all incoming and outgoing calls are managed by the first call and if not, resolved escalate it to the relevant team or manager. Ensure that the manager provides feedback in time.

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Resolution of all ‘open’ queries.

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Complete the daily call tracking log sheet as a measurement for tracking queries. Ensure that each call query is initialed.

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Be aware of team coordination (who runs what)

Unit C3B W estlake Square W estlake Drive Cape Town 7945

T. 087 820 4873

F. 086 091 5657 www.acti vat eleadershi p.c o. za

Siyashesha Leadership Incubator NPC Reg no 2011/000482/08 DIRECTORS: Chris Meintjes, Grace Matlhape, Danaventhan Pillai, Michael Savage, Margaret W orthington -Smith, Yolande W right

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Administration updates and data capture – ensure that all administrative duties related to call centre activities are updated via the relevant system (salesforce) / reporting mechanism (status reports)

1. Data capture   

Ensure that all Activator data is captured and up to date on salesforce as they are received. Use Activate’ s internal Monitoring and Evaluation framework indicators to align the data to be meaningful Ensure that data is captured correctly

2. Management of tasks/work plan within time frames given  Ensure that tasks handed to the call centre is managed within the stipulated time frame and highlight any red flags should this not be met 3. Reporting & Training  Ensure that your weekly call report is sent to the Systems Manager every Friday morning before noon  Ensure that you are trained and up to date with Salesforce and other systems implemented by the organisation. (this can be done in consultation with the Systems Trainer / Manager) Requirements:        

Any technical / IT related qualification will be advantageous but not essential, incl. Google applications such as Google drive, Google docs and sheets is advantageous Completed Activate training (i.e. member of the Activate Network) Experienced in using Salesforce or similar customer relationship management tool Computer literate Be available for at least 5 days per week (25 / 40 hours per week) Previous call centre experience will be an added advantage Must be able to work in a target driven environment Applicants who have an interest in social, political and economic change as well as fluency in three or four of the eleven official languages (of which English must be one) will be given preference.

Salary: R8500.00 per month Closing date for applications: 14 July 2017 Please send a copy of your CV and letter of motivation with the subject line: Advert: CALL CENTRE TEAM MEMBER to: hawa @activateleadership.co.za by no later than 5pm on Friday, 14 July 2017 No late CV’s will be considered. Should no feedback be received within one week of the closing date, kindly accept that your application was not successful.

Unit C3B W estlake Square W estlake Drive Cape Town 7945

T. 087 820 4873

F. 086 091 5657 www.acti vat eleadershi p.c o. za

Siyashesha Leadership Incubator NPC Reg no 2011/000482/08 DIRECTORS: Chris Meintjes, Grace Matlhape, Danaventhan Pillai, Michael Savage, Margaret W orthington -Smith, Yolande W right