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 Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act. #J-18808-Ljbffr