You must :
t Manage monthly targets and KPI’s to meet agreed deliverables
t Maintain and enhance the portfolio compliance standards + legislative requirements
t Maintain adherence to agreed quality benchmarks
t Ensure all strategies are effectively implemented è monitored è maintained
t Optimize people management to produce maximum productivity
t Identify gaps and opportunities for improvement
t Drive employee recognition and motivation
t Optimise the portfolio’s productivity as needed
t Manage relationships with relevant business stakeholders
t Enhance management reporting as a performance analysis tool
t Resolve all escalated queries effectively and efficiently
t Ensure people management processes are utilized as needed
t Deliver on all administrative tasks timeously and accurately
You need :
l Call centre leadership experience (3-4years)
l A management related qualification (advantageous)
l To seriously commit to continuous learning (products and processes)
l 2 years’ experience managing team leaders
l Exceptional analytical and decision-making ability
l Strong numerical, problem solving and administrative skills
l Excellent business communication skills
l Proven experience in people management
l Ability to work under pressure and multitask to meet targets
l Excellent time management, planning, and organizational skills
l To engage and influence relevant stakeholders on projects/initiatives