Key Responsibilities: Schedule Attendance: Ensure team attendance aligns with the provided schedule, promoting a healthy work-life balance. Schedule Adherence: Encourage adherence to the Workforce Management (WFM) schedule and provide necessary support. Productivity: Achieve departmental targets by maximizing team productivity through effective people management processes, including Performance Management and coaching. Employee Experience: Maintain a positive work environment and professional customer experience, enhancing job satisfaction and team engagement. Stakeholder Relationships: Build and maintain strong relationships with internal and external stakeholders. Compliance: Ensure team compliance with legislation, policies, and procedures, aligned with departmental standards. Development: Foster team growth by providing ongoing training and development opportunities to enhance skills.  

 

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 Collaborates - effectively works with others to achieve shared goals Decision Quality - consistently makes timely, well-rounded and informed decisions Instills trust - inspires trust and gains the confidence of others by displaying honesty and integrity Optimizes Work Processes - assesses and improves the efficiency, effectiveness, and quality of various work processes

 

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

 

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