Position Description:
Assistant Operations Manager : Telemarketing
A challenging position exists within the Financial Services Call Centre for a self-motivated and assertive individual to lead, manage and coach a team of supervisors in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.
Your responsibilities would include:
- Ensuring that monthly sales targets and KPI’s are met by managing the portfolio to achieve the team’s & shifts targets in line with the Brand(s) product requirements
- Maintaining and enhancing the portfolio compliance standards & legislative requirements and ensure adherence to agreed quality benchmarks
- Ensuring the Telemarketing and relevant supporting strategies are effectively implemented, monitored and maintained.
- Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
- Drive recognition and motivation activity in the department to maintain staff motivation and retention
- Optimise the portfolio’s productivity by effectively planning and co-ordinating relevant portfolio resources (i.e. staffing, scheduling, employee skill and competencies)
- Managing relationships with internal & external stakeholders to achieve the desired outcome.
- Ensuring that reports are analysed & compiled accurately to provide feedback on overall portfolio performance, identified trends and action plans
- Effectively and efficiently resolve all escalated customer and operational queries
- Completion of administrative tasks timeously & accurately.
The ideal candidate will need:
- Matric qualification
- Management related qualification (advantageous)
- RE5 Financial Services Board Qualification (advantageous)
- Outbound sales experience - Telemarketing
- 2 years experience in a supervisory role
- 2 years management experience managing a team of managers – (advantageous)
- Proven analytical, decision making ability and strong numerical & administrative skills
- Excellent communication skills (verbal, written & interpersonal)
- To be computer literate (MS Office & Intermediate Excel)
- Sound understanding & application of people management procedures (e.g. IR, coaching)
- Ability to work independently as well as within a team dynamic to drive results
- To be highly driven, motivated and display a high level of assertiveness
- Excellent time management, planning and organizational skills
- High attention to detail & ability to effectively problem solve
Flexible to work on Saturdays.
Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
