Operations Manager for Telemarketing

1 month ago

Cape Town, Western Cape, South Africa TFG Financial Services Full time

Job Title: Assistant Operations Manager: Telemarketing

Description:

We are seeking a self-motivated and assertive individual to lead, manage and coach a team of supervisors in a fast-paced and dynamic working environment.

The ideal candidate will have exceptional operational leadership skills, be dynamic, pro-active and able to manage a portfolio to achieve the team's & shifts targets in line with the Brand(s) product requirements.

Main Responsibilities:

  • Meet Sales Targets: Ensure 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.
  • Portfolio Compliance: Maintain and enhance the portfolio compliance standards & legislative requirements and ensure adherence to agreed quality benchmarks.
  • Strategic Implementation: Ensure the Telemarketing and relevant supporting strategies are effectively implemented, monitored and maintained.
  • Team Management: Effective management and co-ordination of individuals to ensure optimum people productivity by adhering to all the relevant people management processes.
  • Staff Motivation: Drive recognition and motivation activity in the department to maintain staff motivation and retention.
  • Portfolio Optimisation: Optimise the portfolio's productivity by effectively planning and co-ordinating relevant portfolio resources [i.e. staffing, scheduling, employee skill and competencies].
  • Stakeholder Relationships: Manage relationships with internal & external stakeholders to achieve the desired outcome.
  • Reporting: Ensure that reports are analysed & compiled accurately to provide feedback on overall portfolio performance, identified trends and action plans.
  • Query Resolution: Effectively and efficiently resolve all escalated customer and operational queries.
  • Administrative Tasks: Completion of administrative tasks timeously & accurately.

Requirements:

  • Qualifications: Matric qualification
  • Management Experience: 2 years experience in a supervisory role
  • Outbound Sales Experience: Outbound sales experience - Telemarketing
  • Management Skills: Proven analytical, decision making ability and strong numerical & administrative skills
  • Communication Skills: Excellent communication skills [verbal, written & interpersonal]
  • Computer Literacy: To be computer literate [MS Office & Intermediate Excel]
  • People Management: Sound understanding & application of people management procedures [e.g. IR, coaching]
  • Teamwork: Ability to work independently as well as within a team dynamic to drive results
  • Drive and Motivation: Highly driven, motivated and display a high level of assertiveness
  • Time Management: Excellent time management, planning and organizational skills
  • Attention to Detail: High attention to detail & ability to effectively problem solve

Preferences:

  • Language: Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.
  • Availability: Flexible to work on Saturdays.

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