Assistant Operations Manager : Telemarketing

TFG Financial Services; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A challenging leadership position is available at a leading financial services call centre for an assertive individual to manage a team of supervisors. This role involves achieving sales targets, ensuring compliance, and driving team productivity in a dynamic environment. Ideal candidates need relevant management experience, leadership skills, and operational expertise to excel in this fast-paced setting.

Qualifications

• 2 years experience in a supervisory role
• Outbound sales experience - Telemarketing
• 2 years management experience managing a team of managers is advantageous

Responsibilities

• Ensure monthly sales targets and KPIs are met.
• Maintain compliance standards and quality benchmarks.
• Drive staff motivation and retention activities.

Skills

Analytical skills

Decision making

Leadership

Problem solving

Time management

Education

Management related qualification

Tools

MS Office

Intermediate Excel

Job description

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 :

• Management related 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
• 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.