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