We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

QUALIFICATIONS

• Grade 12/Matric · Tertiary qualification in management will be beneficial

EXPERIENCE, KNOWLEDGE, SKILLS AND ATTRIBUTES REQUIRED: ·

A proven track record of delivering against client, customer and business outcomes

• More than 2 years’ experience working in a management role
• Experience in the BPO/contact center environment will be beneficial

JOB-RELATED KNOWLEDGE, COMPETENCIES & SKILLS REQUIRED

• HR Process Knowledge
• Stakeholder Management
• Report writing

· Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) · Management skills

• Good understanding of the BPO industry

People · To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.
Stakeholder Management · To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.
Analytical · To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.
Financials · To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.