About the position
Package & Remuneration
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
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
#LI-MG1
ABOUT US
Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry.
We're the designers, the makers, the shakers and the teams behind the scenes.
Are you with us?
