Human Resource Management jobs in South Africa

This job description provides a detailed overview of the responsibilities involved in managing an outbound and telemarketing call centre team. It covers leadership, operational management, people management, and health and safety compliance. However, it can be improved for clarity and organization by restructuring some sections, removing repetitive points, and ensuring consistent formatting. Here is a refined version:

1. Team Leadership

• Lead and support the outbound and telemarketing call centre team to meet business requirements.

• Set, measure, and achieve performance targets for speed, efficiency, sales, and quality.
• Drive operational and technological efficiencies.
• Manage daily team operations and monitor performance against targets.
• Implement necessary changes based on performance monitoring.
• Ensure service standards are met, including handling difficult customer complaints and inquiries.
• Drive quality control and take corrective actions when needed.
• Analyze team performance metrics and take appropriate actions.
• Forecast capacity against plans weekly and monthly.
• Ensure compliance with operational policies and procedures.
• Participate in recruitment and selection processes.
• Provide regular performance feedback and motivate staff.
• Address staff issues promptly and effectively.
• Complete all workloads and responsibilities timely.

• Motivate, develop, and retain staff.
• Identify training needs and organize training sessions.
• Adhere to HR policies and procedures.

• Ensure compliance with safety, health, and environmental legislation.
• Report safety concerns or incidents.
• Assist in maintaining a safe work environment.
• Participate in relevant safety workshops.