Key Responsibilities:
- Plan, monitor and manage call centre staff’s workload and performance linked to KPI’s.
- Staff training, motivating, PDDs, ER.
- Drive a happy working team.
- Resource planning in peak that includes outsource staffing.
- Basic HR tasks linked to attendance system.
- Voice recording quality checks with call agent coaching.
- Delivery route scheduling linked to required customer order lead time.
- Fleet hire linked to delivery volumes.
- Reporting - daily, weekly and monthly; investigating out of line issues.
- Liaison between Call Centre, Stores, HO, BASH, 3rd parties and Logistics teams to achieve targets and lead times. Customer experience top of mind.
- 3rd Party vendor relations including internal IT, linked to call centre systems.
- Drive and manage a customer service culture and scenario outcome.
- Manage and own customer escalations with quick resolutions to minimise brand impact.
- Quick decision maker on customer and store requests linked to deliveries, redeliveries or collections.
- Monitor and manage customer service call centre tickets, including online.
- Document, monitor and manage standard operating procedures and compliance of call centre.
- Support the call centre system workflows and updates with IT enhancements.
- Support the customer returns assessment process and reverse logistics process teams.
- Escalate queries to stores linked to delayed reverse logistics. IBT’s, collection notes and log numbers.
- Work closely with 3rd party delivery partners, assist to manage their dashboard and escalate when required.
- Support stores and field managers with special priority requests.
- Backup for Delivery Service Controller - endorsements reports.
- Backup for QA Technologist – making assessments fit for credit.
- Support DC with status and history checks of customer orders linked to WMOS tasks.
- Drive customer order system task completion linked to DC healthy inventory management.
- Perform ad-hoc tasks when requested by manager.
Qualifications and Experience:
- Matric
- Must have completed the Supervisor program or completed similar tertiary education.
- Supervisor and people management experience
- Customer service experience
- Worked with multiple teams in a high paced environment
- Must be prepared to work under pressure and extra hours
- Warehouse and Distribution Centre experience would be beneficial
- Strong proficiency in MS Excel (i.e. aggregation worksheet functions (SUM, AVERAGE, etc.) data sorting and filtering, formatting, processing).
- A high degree of accuracy and strong numeric ability.
Skills:
- Leadership
- Adaptability
- Teamwork and diversity awareness
- Problem solving and decision making
- Priority management
- Vendor relations
- Interpersonal communication and collaboration
- Process management
- Organisational skill
- Customer service - problem solving, communication, technical system knowledge
- Adapt to change and willingness to learn
- Empathy and conflict resolution
Behaviours:
- Demonstrated knowledge of and skill in adaptability, decision making, interpersonal relations, problem solving, teamwork & written communication
- Always drive a customer centric outcome.
- You need to be flexible as the environment is very dynamic and priorities can change.
- Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
- Adapts effectively to situations that are complex, uncertain, or lack guidelines and clear information
- Develops plans and prioritises initiatives that align to the organisational goals and objectives
- Effectively adjusts their behaviour, approach, and decision-making based on the situation
- Always act in the best interest of our Customer and TFG
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
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