Job Description

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An exciting position exists within the Financial Services Call Centre for a self-motivated and assertive individual to lead, manage and coach a team of sales agents in a fast paced and dynamic working environment.

Your responsibilities would include:

• Driving productivity and managing efficiencies and possible non-compliance to legislative requirements of the team in line with the departmental requirements.
• Ensuring compliance standards & legislative requirements are adhered to and met against agreed quality benchmarks.
• Effective management of individual agents to ensure optimum people productivity by adhering to the relevant people management processes.
• IR, coaching and extensive reporting of the team they manage
• Managing relationships with internal & external stakeholders to achieve the desired outcome.
• Ensuring that reports are analysed & compiled accurately to provide feedback on individual and overall team performance.
• Completion of administrative tasks timeously & accurately.
• Completing the onboarding process, sign-on and related administrative duties
• Facilitate new intake training sessions, as well as existing staff upskilling and refresher training
• Reviewing and updating of SOP's and learning material
• Consistent focus & improvement of client service delivery.

The ideal candidate will need:

• Matric qualification
• Management related qualification with 2 years management experience [advantageous]
• Part or full qualification that is recognized by the Financial Services Board
• To be computer literate [MS Office & Intermediate Excel]
• Sound understanding & application of people management procedures [e.g. IR, coaching]
• Ability to work independently as well as within a team dynamic
• To be highly driven & motivated and be willing to commit to continuous learning
• Excellent communication skills [verbal, written & interpersonal]
• Strong analytical & numerical ability
• High attention to detail & ability to effectively problem solve
• To influence & persuade the relevant stakeholders
• To meet deadlines/targets in a pressurized environment

Preference will be given, but not limited to, candidates from designated groups (Including people with disabilities) in terms of the Employment Equity Act.

The Foschini Group