Job Description
Key Responsibilities:

• Schedule Attendance – To ensure that individual and team attendance is in line with the schedule provided. 
• Schedule Adherence -To ensure that individual and team adhere to WFM schedule in line with operational requirements. 
• Productivity – To ensure that the team and departmental targets are met contributing to the overall achievement of departmental targets. 
• To maximize people productivity through following the correct departmental and people management processes. (E.g. IR, Performance Management, Recruitment, coaching etc.)
• To make sure that the team maintains all-round professional customer experience in order to achieve the desired outcome in line with departmental standards. 
• To build and maintain relationships with relevant stakeholders (Internal and external).
• To drive team compliance to legislation, policies and procedures, aligned to the departmental standards.

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
• Planning and organizing
• Staff scheduling inputs
• Numerical skills 

Behaviours: 

• Decision Quality – consistently makes timely, well-rounded and informed decisions
• Financial Acumen – understands and applies financial concepts and principles to make informed financial decisions
• Manages Complexity – interprets and simplifies complex and contradictory information when resolving organisational problems
• Collaborates – effectively works with others to achieve shared goals
• Instills trust – inspires trust and gains the confidence of others by displaying honesty and integrity
• Optimizes Work Processes – assesses and improves the efficiency, effectiveness, and quality of various work processes