Job Description

Key Responsibilities:

Schedule Attendance: Ensure team attendance aligns with the provided schedule, promoting a healthy work-life balance. Schedule Adherence: Encourage adherence to the Workforce Management (WFM) schedule and provide necessary support. Productivity: Achieve departmental targets by maximizing team productivity through effective people management processes, including Performance Management and coaching. Employee Experience: Maintain a positive work environment and professional customer experience, enhancing job satisfaction and team engagement. Customer Experience: To make sure that the team maintains all-around professional customer experience to achieve the desired outcome in line with departmental standards. Stakeholder Relationships: Build and maintain strong relationships with internal and external stakeholders. Compliance: Ensure team compliance with legislation, policies, and procedures, aligned with departmental standards. Development: Foster team growth by providing ongoing training and development opportunities to enhance skills.

Qualifications and Experience:

Matric - Essential Contact Centre Certificate or equivalent - Desirable 6 months Supervisory Experience (Contact Centre experience) 1-2 years Management Experience Retail experience Computer Literacy (Microsoft office) Relevant system knowledge (Vision. Odyssey. Alpha etc) Relevant legislation (NCA, POPI, CPA, DCA etc) IR knowledge

Skills:

Microsoft office Telephone skills Communication skills (written and verbal) Stress Management skills People Management skills Analytical thinking skills Decision making skills Presentation skills Reporting skills Staff scheduling inputs Numerical skills

Behaviours:

Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner Customer Focus - understands, anticipates, and meets the needs and expectations of customers Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives

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