Operations Coordinator at TFG (The Foschini Group)

Key Responsibilities:

• Ensuring that monthly deliverables and KPI’s are met by managing your team to achieve sales targets in line with the Brand(s) product requirements.
• Ensuring adherence to agreed quality benchmarks in line with compliance standards & legislative requirements.
• Ensuring the Operations and relevant supporting processes and procedures are effectively implemented, monitored and maintained.
• Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes
• Drive recognition and motivation activity in the department to maintain staff motivation and retention
• Optimise the operations productivity by effectively planning and co-ordinating relevant staffing resources [i.e. staffing, scheduling, coaching, performance audit packs]
• Managing relationships with internal stakeholders to achieve the desired outcome.
• Monitoring teams performance and identifying trends and action plans for improvement
• Effectively and efficiently resolve all escalated customer and operational queries
• Completion of administrative tasks timeously & accurately.

Qualifications and Experience:

• Matric qualification
• Management related qualification [advantageous]
• Part or full qualification that is recognized by the Financial Services Board [advantageous]
• RE5 Financial Services Board Qualification [advantageous]
• Be willing to commit to continuous learning
• 3-year contact centre experience [outbound sales environment – advantageous]
• 2 years management experience managing a team of managers – [advantageous]
• Excellent communication skills [verbal, written & interpersonal]
• To be computer literate [MS Office & Intermediate Excel]
• Sound understanding & application of people management procedures [e.g., IR, coaching]

Skills: 

• Ability to work independently as well as within a team dynamic to drive results
• To be highly driven, motivated and display a high level of assertiveness
• Excellent time management, planning and organizational skills
• High attention to detail & ability to effectively problem solve
• To influence & persuade team leaders and agents
• To meet deadlines/targets in a pressurised environment

Behaviours: 

• Conveys information and communicates ideas in a clear, concise and impactful manner
• Understands, anticipates, and meets the needs and expectations of customers
• Takes accountability and ensures others are held to account on agreed upon performance targets
• Effectively works with others to achieve shared goals
• Effectively plans, organises and directs the activities of individuals or teams to achieve desired outcomes
• Assesses and improves the efficiency, effectiveness, and quality of various work processes