Services Jnr Operations Manager at TFG (The Foschini Group)

Your responsibilities would include:

• Ensuring that all customer/service related requests/queries are processed timeously as required by the relevant SLA’s.
• Team targets/KPI are met.
• Maximize people productivity by adhering to people management processes (e.g IR, Performance management, recruitment, coaching)
• That department policies, procedures and compliance
• Review performance statistics and escalate to Ops Manager for the required action to be taken to improve efficiencies
• Provide input and review processes to raise efficiency levels
• Monitor and ensure achievement of departmental KPI’s and SLA’s
• People management.
• Liaise and manage with key stakeholders & 3rd party vendors.
• Managing of escalation and resolutions within SLA.
• Being a support to the Contact Centre Manager; assisting with any adhoc projects.
• Department achieves the desired outcome by constantly improving on service delivery.
• All administration are processed timeously as required by the relevant SLA’s.
• Offer support relevant business and/or departmental projects.

As the ideal candidate you will need:

• Matric or Grade 12 equivalent
• Minimum 3 years’ call centre experience in a management role
• Previous operations management experience advantageous
• Tertiary qualification advantageous
• Strong business acumen
• Analytical thinking skills
• Reporting skills
• Conflict management skills
• Proven decision making ability
• Relationship building skills