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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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
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