Contact Centre Operations Manager at The Foschini Group

Package & Remuneration

JOB DESCRIPTION

Key Responsibilities:

• 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.
• Cost management and optimization of the department's budget by managing expenses within budget/projections in a cost-effective way.
• Maintaining and enhancing the portfolio compliance standards & legislative requirements and ensuring adherence to agreed quality benchmarks.
• Ensuring the Telemarketing and dialler strategies are effectively implemented, monitored and maintained.
• Effective management and coordination 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.

Qualifications and Experience:

• Matric qualification.
• Management related qualification [advantageous].
• RE5 Financial Services Board Qualification [advantageous].
• KI Certification [advantageous].
• Outbound sales experience - Telemarketing.
• 8+ relevant years working experience.
• 2 years' experience in a supervisory role.
• 2 years management experience managing a team of managers - [advantageous].
• Sound understanding & application of contact centre best practices and driving high-performing sales workforce.

Skills:

• Contact Centre Systems (Diallers).
• Contact Centre Support Systems (WFM).
• People Management processes (WFM, IR, etc.).
• Operational process methodologies (Lean Six Sigma, Risk and Controls).
• Financial and business acumen.
• Selling.
• Analytical thinking skills.
• Logical ability.
• High attention to detail.
• Administration skills.
• Effective Communication Skills (verbal, written and interpersonal).
• Problem solving skills.
• Decision making skills.
• Assertiveness.
• Negotiation skills.
• Numerical skills.
• Computer Literacy (MS Office packages).
• Interpersonal skills.
• Persuade and influence.
• Delivering results through people.
• Business writing skills.
• Presentation skills.
• Ability to work in a pressurised environment and meet deadlines/targets.
• Planning and Organising.
• People management.
• Delegating and Leading.
• Coaching and mentoring.

Behaviours:

• Business Insight - applies market and business insights in order to drive organisational objectives.
• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner.
• Customer Focus - understands, anticipates, and meets the needs and expectations of customers.
• Directs work - effectively plans, organises and directs the activities of individuals or teams to achieve desired outcomes.
• Drives Results - sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results.
• Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets.
• Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems.
• Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives.

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

ABOUT US

Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.

We're the designers, the makers, the shakers and the teams behind the scenes.

Are you with us?

ABOUT THE TEAM

Our contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have.