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  • Posted: Mar 18, 2020
    Deadline: Not specified
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    Talent is just the Beginning. Commitment becomes the Success Story. HR Advance is your specialist recruitment partner that sets the benchmark for talent acquisition and professional placement. With our strategic approach, we appreciate the intricacies that come with every job seeker and talent seeking corporation. Whether its permanent or contractual solutio...
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    Performance Optimisation Manager

    Job Purpose

    • The Performance Optimisation Manager will be responsible for driving high impact, people orientated interventions on all levels within the Group
    • The incumbent will identify the opportunities across the business to align organizational structures, remuneration and incentive schemes, training and development initiatives, internal communications, and management practices to optimize the performance of our contact centre agent performance and delivery of the KPIs stipulated by our clients
    • The incumbent will develop performance management frameworks to enable continuous assessment of our people and to maximize the impact of new initiatives aimed at continuous performance improvement
    • The role requires extensive collaboration with HR, Operations, Marketing, Sales and Finance functions and reports to the Group CEO

    Qualifications and Experience:

    • Related Degree/Qualification  
    • Experience in implementation of performance management frameworks
    • Experience in similar role in high performance contact centres – preferred exposure across customer service, sales, collections environments

    Key Responsibilities

    • Design and implement the Group wide performance improvement programme
    • Create reporting frameworks to enable measurement, monitoring, and management of people performance against defined benchmarks
    • Align agent/supervisor candidate profiles to campaign/client specific requirements
    • Ensure delivery of a high-performance culture and improved people engagement experiences within a multi-disciplinary environment
    • Drive a performance agenda which leverages high impact, cross functional teams which directly support business delivery
    • Design remuneration and incentive frameworks and models which support and align to direct performance outcomes
    • Design comprehensive training programs and interventions to support skills upliftment and management transformation within the Group
    • Manage the culture team to align group initiatives toward agent performance outcomes
    • Design and implementation of coaching and mentorship programmes
    • Actively coach Supervisors, Managers and Key Account Executives
    • Design succession plans for each role and level in the organization

    Method of Application

    Interested and qualified? Go to HR Advance on www.linkedin.com to apply

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