Job Description:
The purpose of this role is to lead by example and be
responsible for operational efficiency, achievement of performance
targets and staff development.
Key responsibilities
Maximising productivity and ensuring performance management goals
are met
Monthly reporting on the department's overall performance and ad
hoc reports as required
Ensuring the department achieves quality standards as defined by
the business
Sharing best practice with managers and working as a team to the
benefit of the entire
contact centre
Participating in projects that focus on improvement activities,
either within the department or
from a wider business perspective
Qualifications and experience
Matric qualification (minimum)
Relevant tertiary qualification (advantageous)
At least 5 years call centre experience with at minimum 2 years in
TL/management capacity
Proven commercial acumen and strategic decision-making
ability
Proven experience delivering enhanced performance, using
motivational techniques and
by developing people
Excellent understanding and proven experience enhancing business
processes and
techniques
Knowledge, skills and attributes
Performance-driven and customer service orientated
Proven leadership skills
Strong communication skills and ability to maintain a can-do
attitude
Determined to achieve high standards
Forward-thinking and able to handle challenging situations
Good decision-making skills
Ability to analyse performance levels and initiate positive
change
Ability to confront underperformance and provide effective
feedback
Able to coach and motivate individuals
Excellent understanding of the call centre environment and its
vision
Willingness to help team leaders, team members and be
approachable
Good organisational skills
Ability to work well under pressure
Exceptional team working skills
Strong project management capability
Should you meet the above mentioned requirements please send us an
updated CV by no later than: Wednesday 15 February 2012