Risk Advisory - Tips-Offs Anonymous - German Speaking Contact Centre Agent

Main purpose of JobUnder minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to. Key Performance Areas:1.    Strategic ImpactCompletes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service areaPositive impact on broader team2.    External/ Internal Client ImpactPerforms a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)Produces timeous and accurate work in support of the broader team’s deliveryRaises issues promptly that may impact broader deliveryWork is accurate and on time3.    Operational Effectiveness Maintains close focus on timelines and accuracy ensuring quality of delivery of the role Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and proceduresProvides wrap-up reports to superiorAdapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achievedQuality outputs that meet deadlinesAccuracy negates risk of output Quality reportingBusiness requirements are achieved4.    Development/ Growth of Team (Detail applicable to role) Actively works to address identified development areas Visible attention to own development5.    Budgets/ Profitability  Effectively uses time, equipment and resources  Accuracy of financial records6.    Specialiased CompetenciesProvides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s. Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clientsEnsure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processesMatters escalated and guidance sought where necessary Effective and accurate provision of feedback to callers as required Accurate timeous and professional support with ad-hoc TOA projects as required and directed Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements