Credit Operations Supervisor - Telemarketing at Truworths

Job Description    

• We have an opportunity for an energetic person to not only supervise the Telemarketing area, but ensure that staff members are motivated and performing at their best. The ideal candidate needs to possess good leadership and excellent people skills as you will be responsible for leading, guiding, developing, supporting and managing a team of Agents, while ensuring that service levels and conversion targets are met, key performance requirements are achieved and delivered in line with operational requirements, processes and systems.

Key Responsibilities    

•   Managing service levels and conversions to improve efficiency and effectiveness
•   Staff scheduling
•   Staff training and coaching
•   Staff performance monitoring
•   Managing of misconduct and poor performance
•   Performance feedback and counselling
•   Interpretation and action on dashboard information and statistics
•   Recruitment and selection

Qualifications and Experience    

•   Matric
•   2 to 3 years leadership/supervisory experience within a sales and/or services environment
•   Experience and or knowledge of Vision Plus, Presence and Tableau reporting will be a strong advantage.

Competencies    

•   PC literacy (Word, Excel, Outlook)
•   Exceptional verbal and written communication skills
•   Pro-active and energetic
•   Highly service orientated and results driven – Will go the extra mile to resolve client issues/queries
•   Solid team player
•   Excellent organisational and administration skills with strong attention to detail
•   Good planning skills
•   Ability to work independently and handle multiple tasks
•   Ability to work well under pressure
•   Be able to work shifts as per the department roster