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Job ID: 18244
Position Type: Full-Time
Job Function: Call Centre
Workplace Type:
Division: TFG Financial Services
Province: Western Cape
Location: Cape Town North
Suburb: Parow (Parow)
Position Description:
Operations Co-ordinator: TFG Connect
A challenging position exists within the Financial Services Contact Centre for a self-motivated and assertive individual to lead, manage and coach a group of Team Leaders in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.
Your responsibilities would include:
- Ensuring that monthly deliverables and KPI’s are met by managing your team to achieve sales targets in line with the Brand(s) product requirements.
- Ensuring adherence to agreed quality benchmarks in line with compliance standards & legislative requirements.
- Ensuring the Operations and relevant supporting processes and procedures are effectively implemented, monitored and maintained.
- Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
- Drive recognition and motivation activity in the department to maintain staff motivation and retention
- Optimise the operations productivity by effectively planning and co-ordinating relevant staffing resources [i.e. staffing, scheduling, coaching, performance audit packs]
- Managing relationships with internal stakeholders to achieve the desired outcome.
- Monitoring teams performance and identifying trends and action plans for improvement
- Effectively and efficiently resolve all escalated customer and operational queries
- Completion of administrative tasks timeously & accurately.
The ideal candidate will need:
- Matric qualification
- Management related qualification [advantageous]
- Part or full qualification that is recognized by the Financial Services Board [advantageous]
- RE5 Financial Services Board Qualification [advantageous]
- Be willing to commit to continuous learning
- 3 year contact centre experience [outbound sales environment – advantageous]
- 2 years management experience managing a team of managers – [advantageous]
- Excellent communication skills [verbal, written & interpersonal]
- 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 drive results
- To be highly driven, motivated and display a high level of assertiveness
- Excellent time management, planning and organizational skills
- High attention to detail & ability to effectively problem solve
- To influence & persuade team leaders and agents
- To meet deadlines/targets in a pressurised environment
Flexible to work on Saturdays.
Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
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