Key Responsibilities: Schedule Attendance - To ensure that individual and team attendance is in line with the schedule provided.  Schedule Adherence -To ensure that individual and team adhere to WFM schedule in line with operational requirements.  Productivity - To ensure that the team and departmental targets are met contributing to the overall achievement of departmental targets.  To maximize people productivity through following the correct departmental and people management processes. (E.g. IR, Performance Management, Recruitment, coaching etc.) To make sure that the team maintains all-round professional customer experience in order to achieve the desired outcome in line with departmental standards.  To build and maintain relationships with relevant stakeholders (Internal and external). To drive team compliance to legislation, policies and procedures, aligned to the departmental standards. 

 

Qualifications and Experience: Matric - Essential Contact Centre Certificate or equivalent - Desirable 6 months Supervisory Experience (Contact Centre experience) 1-2 years Management Experience Retail experience Computer Literacy (Microsoft office) Relevant system knowledge (Vision. Odyssey. Alpha etc) Relevant legislation (NCA, POPI, CPA, DCA etc) IR knowledge

 

Skills:  Microsoft office Telephone skills Communication skills (written and verbal) Stress Management skills People Management skills Analytical thinking skills Decision making skills Presentation skills Reporting skills Staff scheduling inputs Numerical skills 

 

Behaviours:  Ability to work in a pressurised environment and meet deadlines Achieving Results - Is ‘results’ driven and achieves success by proactively tackling challenges  Adhering to Standards - Ensures quality and compliance in the delivery of their work  Meeting Customer Expectations - Consistently delivers exceptional customer service  Planning & Organising - Uses a structured approach to effectively manage tasks

 

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

 

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