HR Frontline Coordinator – Western Cape needed at TFG

Key Responsibilities:

People Management:

• Ensure that the frontline team are managing channels accurately and within set principles and SLA’s.
• Managing a team to strive and achieve first-time resolution, where applicable, of queries/requests within scope/mandate related to HR disciplines. 
• Managing of projects tasked to the frontline team, ensure that deadlines are achieved.
• Daily, weekly and monthly team coaching and investigating to ensure we are operating effectively and efficiently.
• People related transactions and administration is actioned timeously.
• Create a high-performance team culture by:
• Actively managing performance 
• managing team values aligned to TFG
• coaching and development
• rewarding and recognition 

Compliance and Validation:

• Ensure measures put in place to remain compliant with all HR policies and procedures and POPIA are adhered to and non-compliance is addressed.
• Drive the behaviour of always protecting customer information and ensuring none of the company processes are breached through all communication platforms.

Timing and Planning:

• Monitor and manage the achievement of SLA’s as per time to respond to customer as well as time to log and assign query if required.
• Schedule and plan coaching sessions and one on one sessions with each team member to ensure the team remains updated on any business communication and process changes that impact the Frontline and their functionality. 
• Accurate resource planning and workforce management to ensure sufficient resources to deliver frontline services.

Feedback and Escalations:

• Provide constant feedback to team members to ensure continuous improvement and that the team remains updated on all communication, changes and projects impacting the frontline team.
• Ensure escalation process is followed and that manager of resolving team is included in the escalation to ensure speedy resolution and that the customers journey is not impacted by the delay. 
• Any non-compliance is investigated, addressed and resolution and feedback is provided to customer and flagged with customer experience team.

Performance Management:

• Ensure team are clear and understand what their individual and team KPA’s are and how they will be measured.
• Conducted regular QA assessments of their team to identify processes adherence and potential improvements, customer experience feedback and individual service delivery.
• Drive quality standards within the team and ensure they adhere to policies and procedures as well as compliance factors. All customer feedback needs to be aligned to Company policies and legislative requirements.

Stakeholder Management:

• Create a close working relationship with the Customer Experience team regarding burning points, prioritization of platforms as well as contracting the assistance required for onboard and additional training.
• Ensure continuous stakeholder engagement takes place to ensure best practice and that we are operating in the most efficient way possible.

Qualifications and Experience:

• HR or business-related qualification 
• 2 – 3 years Leadership experience in a retail industry / shared service or call Centre environment
• High service delivery and performance mindset 
• Good understanding of HR administrative, consulting and transactional activities 
• Keen judgement and decision-making skills 
• Strong leadership skills with a focus on team motivation, coaching and knowledge sharing 
• Understanding of the TFG business context 

Skills:

• Review and Reporting
• Managing Change
• Business Case Contribution
• Business Process Modeling (BPM)
• Enterprise Readiness Assessment
• Perform Gap Analysis
• Presentation Creation
• Spreadsheet Expertise
• Learning Solutions Development