We’ve got a position available for an operations specialist
Company: King Price
Purpose of position:
Providing operational people support within the call centre, ensuring that day-to-day operations are managed efficiently and consistently. The role acts as the link between Call Centre Operations, Call Centre Management, the Human Capital (HC) team and ER Managers, supporting call centre operations, recruitment, onboarding, employee administrations, and first-line employee relations processes in accordance with established HC protocols and policies.
Responsibilities:
Operational People Administration
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Provide day-to-day people administration support to the call centre.
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Coordinate employee onboarding and offboarding activities.
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Assist with employee transfers, promotions, salary changes, and other employee movements in the call centre.
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Ensure employee records and people systems are accurate and up to date.
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Prepare and maintain operational documentation.
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Assist managers with people related queries and administrative processes.
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Ensure compliance with company policies and procedures.
Recruitment Support
- Coordinate the recruitment process for call centre positions.
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Schedule interviews and assessments.
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Liaise with candidates and hiring managers throughout the recruitment process.
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Assist with screening applications, conducting background checks and coordinating interview feedback.
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Prepare onboarding documentation.
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Work closely with the HC team to ensure all pre-employment documentation is complete and correct.
ER Support
- Provide first-line guidance to managers on routine employee relations matters.
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Assist with routine disciplinary, counseling and performance management processes.
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Ensure all employee relations matters are managed in accordance with HC policies and protocols.
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Prepare documentation required for hearings, investigations and consultations.
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Escalate complex matters to company’s ER Managers.
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Work under the guidance of the company’s ER Managers to ensure consistent application of labour legislation, company policy and HC protocols.
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Maintain confidentiality of all employee relations matters.
Operational Support
- Report on operational functions.
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Build strong working relationships with operational managers.
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Assist in driving consistency within the call centre.
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Identify operational people-related risks and fraudulent activities and escalate to applicable departments.
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Support audits and compliance requirements.
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Participate in operational projects and continuous improvement initiatives.
Fit and Proper Administration
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Assist with the administration and coordination of Fit and Proper requirements in line with legislation and company policies.
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Monitor expiry dates and renewal requirements for regulatory documentation and ensure timely follow-up with employees and managers.
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Liaise with the Compliance, HC and Operations teams to ensure regulatory requirements where applicable.
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Ensure all Fit and Proper records are maintained accurately, confidentially and in accordance with legislative, regulatory and company requirements.
Requirements:
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Matric (essential)
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Min 3 years' claims experience (essential)
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Claims investigations experience (advantageous)
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3-5 years’ experience in a call centre operations environment
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Experience in supporting call centre recruitment and employee administration
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Working exposure to ER processes
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Good understanding of the following legislation: Labour Law, POPIA, Insurance Act , FAIS, FICA & Companies Act
Skills and Attributes:
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Strong organisational and administrative skills
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Excellent communication and interpersonal skills
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Ability to build relationships across operational and HC teams
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Sound problem-solving ability
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High attention to detail
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Planning and coordination skills
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Time management and prioritization
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Ability to maintain confidentiality
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Conflict resolution and interpersonal sensitivity
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Service-orientated with strong customer mindset
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Approachable and professional
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Able to work in a fast-paced operational environment
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Calm under pressure
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Takes ownership and follows through
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Collaborative team player
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Ethical and trustworthy
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Resilient and adaptable
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Solutions-focused with proactive approach
Should you not receive any feedback within ten (10) working days after the closing date, please accept your application as unsuccessful.
