Contact Centre Team Leader - Foschini Group

A challenging position exists for a dynamic and assertive individual to fulfil the role of Team Leader within the Collections Department.

Main Purpose of the Job:

Responsible for the team’s success by implementing and monitoring individual and team objectives, enabling the department to achieve the required outputs/KPIs.

Your key output areas would include:

• Assisting staff members where necessary
• To ensure that the operating procedures for the department are understood and adhered to
• To ensure that standards /key performance indicators for department are met and periodically reviewed to ensure optimum achievement
• To maximize people productivity by adhering to people management processes (e.g. IR, Performance management, recruitment, QA and coaching)
• To ensure that company and department policies, procedures and compliance aspects are adhered to
• To enable the department to achieve the desired outcome by constantly improving on service delivery

As an ideal candidate, you must have:

• Matric
• Call Centre Management
• Diploma/ Certificate (Desirable)
• Knowledge of credit or retail systems
• Excellent communication and negotiation skills
• Computer literate ( MS Office)
• Able to cope with stress
• Minimum 4 years call centre or customer service experience essential
• Minimum 1 years Team Leader experience (Desirable)
• Completion of the Tomorrow Leaders programme
• Basic knowledge of IR procedures
• Able to work flexible hours (07h00 to 21h00/ Mon to Sun)