Senior Call Centre Manager

Lead and manage the daily operations of a Mr Price Money Cellular store to ensure that the overall objectives, store targets, innovation initiatives, and customer service standards are met and exceeded.

Stock Management

1. Ensure that stock is accurately received & unpacked to merchandise and replenish the store.
2. Monitor and manage stock levels through defined processes (stock counts, stock takes, stock loss action plans to mitigate risks and ensure adequate stock on hand).
3. Oversee the overall maintenance of the stockroom to meet housekeeping standards.
4. Authorise write-offs, breakages, recalls, OBF (out of box failures), cellular repairs, and returns.

Sales Growth & Profitability

1. Analyse sales & profitability reports in-store to collaborate with management on required operational action plans, increase sales performance, and monitor store expenditure.
2. Review and keep abreast of in-store product performance to provide feedback to support centre and enhance sales.
3. Identify and propose new opportunities to increase sales and brand awareness, including in-store marketing and competitor shopping.

Drive credit, insurance, mobile, and cellular performance to achieve the agreed budget. Conduct compliance checks through defined processes (admin checks, store audits, visual audits, COMO (Continuous Monitoring) reports, POS reports, health & safety standards, weekly hanger counts, security) to ensure and enforce overall compliance with policies and procedures.

Customer Experience Management

Ensure and maintain the implementation of customer experience processes through the execution of business instruction letters, markdowns, repricing, promotions, customer experience plans, visual standards, customer feedback, and general housekeeping to meet customer service standards.

Leadership & Development

1. Lead and drive the team within a store to achieve store KPIs and operational strategy in line with company values.
2. Identify & drive training, coaching, and development needs with a focus on talent management and succession planning.
3. Recruit, administer & manage performance in accordance with company policies and procedures.
4. Ensure implementation of innovation initiatives from Head Office (Mpos, MRP Empower, E-docs, and Money Hub) to delight our customers and improve in-store processes efficiently.

Minimum Requirements

1. NQF level 4 (Grade 12) or equivalent.
2. 3 years' experience in a store management position.
3. Retail trade, brand, customer service, cellular, mobile, new accounts, and insurance product understanding.

Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.