Key Responsibilities:

• Schedule Attendance: Ensure team attendance aligns with the provided schedule, promoting a healthy work-life balance.
• Schedule Adherence: Encourage adherence to the Workforce Management (WFM) schedule and provide necessary support.
• Productivity: Achieve departmental targets by maximizing team productivity through effective people management processes, including Performance Management and coaching.
• Employee Experience: Maintain a positive work environment and professional customer experience, enhancing job satisfaction and team engagement.
• Customer Experience: To make sure that the team maintains all-around professional customer experience to achieve the desired outcome in line with departmental standards. 
• Stakeholder Relationships: Build and maintain strong relationships with internal and external stakeholders.
• Compliance: Ensure team compliance with legislation, policies, and procedures, aligned with departmental standards.
• Development: Foster team growth by providing ongoing training and development opportunities to enhance skills. 

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