Job Description
The main function of this role is to drive performance and be fully accountable for deliverables.
Key responsibilities
• Deliver operational targets and business strategy
• Create and drive strategic operating plan within own area of responsibility
• Lead on projects that deliver cultural change and transformation within the business
• Manage change by ensuring teams are fully prepared through effective
leadership, coaching and support
• Support the team managers in leading their teams through periods of change
• Work closely with Learning and Development to support the journey of new starters
• Grow the business by delivering an increase in sales and value for the business
• Maintain excellent customer service
• Execute strategies to improve the teams’ overall performance
• Understand the resource and contingency arrangements
• Conduct Performance reviews
• Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.
• Identify opportunities to develop the skills, knowledge and behavior of each direct report.
• Manage staff attrition and address concerns in a proactive manner.
• Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.
Qualifications
Qualifications and experience
• Matric qualification with English and Maths
• Relevant tertiary qualification advantageous
• At least five years’ call centre experience with minimum three years in management capacity.
• Proven commercial acumen and strategic decision-making ability
• Proven experience delivering enhanced performance, using motivational techniques and by developing people.
Knowledge, skills and attributes
• Thorough understanding of what delivers great customer service
• Thorough knowledge and understanding of all business and service centre key performance indicators.
• Management of a call centre operation.
• Strong commercial acumen and effective decision making that will deliver business goals.
• Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.
Additional Information
