Operations Manager

1 week ago

Western Cape, South Africa The Foschini Group Full time

**Key Responsibilities**:

- Ensuring that monthly sales targets and KPI’s are met by managing the portfolio to achieve the team’s & shifts targets in line with the Brand(s) product requirements
- Cost management and optimization of the department’s budget by managing expenses within budget/projections in a cost-effective way.
- Maintaining and enhancing the portfolio compliance standards & legislative requirements and ensuring adherence to agreed quality benchmarks
- Ensuring the Telemarketing and dialler strategies are effectively implemented, monitored and maintained.
- Effective management and coordination 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 portfolio’s productivity by effectively planning and co-ordinating relevant portfolio resources [i.e. staffing, scheduling, employee skill and competencies]
- Managing relationships with internal & external stakeholders to achieve the desired outcome.
- Ensuring that reports are analysed & compiled accurately to provide feedback on overall portfolio performance, identified trends and action plans
- 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]
- RE5 Financial Services Board Qualification [advantageous]
- KI Certification [advantageous]
- Outbound sales experience - Telemarketing
- 8+ relevant years working experience
- 2 years’ experience in a supervisory role
- 2 years management experience managing a team of managers - [advantageous]
- Matric qualification
- Management related qualification [advantageous]
- RE5 Financial Services Board Qualification [advantageous]
- KI Certification [advantageous]
- Outbound sales experience - Telemarketing
- 8+ relevant years working experience
- 2 years’ experience in a supervisory role
- 2 years management experience managing a team of managers - [advantageous]

**Skills**:

- Contact Centre Systems (Diallers)
- Contact Centre Support Systems (WFM)
- People Management processes (WFM, IR, etc.)
- Operational process methodologies (Lean Six Sigma, Risk and Controls)
- Financial and business acumen
- Selling
- Analytical thinking skills
- Logical ability
- High attention to detail
- Administration skills
- Effective Communication Skills (verbal, written and interpersonal)
- Problem solving skills
- Decision making skills
- Assertiveness
- Negotiation skills
- Numerical skills
- Computer Literacy (MS Office packages)
- Interpersonal skills
- Persuade and influence
- Delivering results through people
- Business writing skills
- Presentation skills
- Ability to work in a pressurised environment and meet deadlines/targets
- Planning and Organising
- People management
- Delegating and Leading
- Coaching and mentoring

**Behaviours**:

- Business Insight - applies market and business insights in order to drive organisational objectives
- Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
- Customer Focus - understands, anticipates, and meets the needs and expectations of customers
- Directs work - effectively plans, organises and directs the activities of individuals or teams to achieve desired outcomes
- Drives Results - sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
- Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets
- Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems
- Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives

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