Job Description

The main function of this role is to drive performance and be fully accountable for deliverables.

Key responsibilities

Deliver operational targets and business strategy Create and drive strategic operating plan within own area of responsibility Lead on projects that deliver cultural change and transformation within the business Manage change by ensuring teams are fully prepared through effective
leadership, coaching and support


Support the team managers in leading their teams through periods of change Work closely with Learning and Development to support the journey of new starters Grow the business by delivering an increase in sales and value for the business Maintain excellent customer service Execute strategies to improve the teams' overall performance Understand the resource and contingency arrangements Conduct Performance reviews Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance. Identify opportunities to develop the skills, knowledge and behavior of each direct report. Manage staff attrition and address concerns in a proactive manner. Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.

Qualifications

------------------

Qualifications and experience

Matric qualification with English and Maths Relevant tertiary qualification advantageous At least five years' call centre experience with minimum three years in management capacity. Proven commercial acumen and strategic decision-making ability Proven experience delivering enhanced performance, using motivational techniques and by developing people.

Knowledge, skills and attributes

Thorough understanding of what delivers great customer service Thorough knowledge and understanding of all business and service centre key performance indicators. Management of a call centre operation. Strong commercial acumen and effective decision making that will deliver business goals. * Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.