QUALIFICATION & KEY REQUIREMENTS

• Matric/NQF Level 4
• Relevant Degree OR Diploma is essential

EXPERIENCE

• A minimum of 3 years contact centre experience with advanced query resolution experience within a client services and sales environment
• A thorough knowledge of SAP navigation
• A thorough understanding of the FMCG Supply Chain process
• MS Office Intermediate proficiency

SKILLS AND ATTRIBUTES

• Excellent organisation and communication skills (written, verbal, presentation)
• Strong analytical capability, attention to detail and numeracy
• Commercial acumen
• Good problem-solving ability and Results orientated
• Must be willing to work shifts and overtime
• Excellent interpersonal skills, assertive and able to use initiative Understanding of customer deliverables and the impact of failure / cost of poor quality or service delivery
• Displays the Snell leadership behaviours (Be resilient, take ownership, communicate effectively, Lead change, Solve problems and Drive Results)

KEY RESPONSIBILITIES

• Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company’s objectives.
• Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership while setting of SMART objectives.
• Manage performance through regular, effective reviews, addressing.
• Performance issues according to the company’s policies and procedures.
• Conduct development reviews and recommend training and development plans.
• Deliver all departmental KPI’s, achieving set targets and objectives within the inbound and manual orders teams.
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
• Build effective relationships with other teams and departments.
• Communicate all information clearly and in a timely manner.
• Act as a role model to others whilst striving to achieve high standards of performance and customer service.
• Ensure full adherence to the company’s Health & Safety policy and procedures.