Job Description

:

To manage the Telemarketing Contact Centre responsible for Publication products. This includes the achievement of operations KPI's and sales targets, adherence to compliance, risk and cost management as well as effective performance and people management within the environment.

Operations Management:

To manage actual monthly performance against targets set for sales and operational KPI's and analyze areas of opportunity and trends within the portfolio.

Budget Management:

To optimize the department's budget and efficiencies by managing expenses within budget/projections in a cost-effective way.

Relationship/Stakeholder Management:

To build and maintain relationships with relevant stakeholders (internal and external).

People Management:

Effective people management to ensure optimal resource allocation, service delivery and high employee performance.

Risk Management:

Continually monitor and improve the overall performance of the business by identifying and managing risks through effective control measures.

Legislative Compliance:

Responsible for overall compliance in line with relevant legislation (e.g. FAIS, CPA, POPI, NCA, TCF etc.) to minimize compliance risk.

Requirements

• Matric/ NQF 3
• Experience in the Contact Centre industry 5-10 years
• Sales experience essential
• Experience at management level 2-3 years
• Computer Literacy (Microsoft office)
• IR Knowledge
• Knowledge of credit or retail systems
• Excellent communication and negotiation skills
• A preference to work with and interpret data.
• Able to operate multiple channels within a target driven environment.
• Computer literate (MS Excel)

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

The Foschini Group