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Operations Manager

3 weeks ago

Parow, South Africa The Foschini Group Full time

**Job ID**:11614

**Position Type**:Full-Time

**Job Function**:Call Centre

**Workplace Type**:Contact Centre

**Division**:TFG Financial Services

**Province**:Western Cape

**Location**:Cape Town North

**Suburb**:Parow (Parow)

Position Description:
**Operations Manager**

To take overall responsibility in managing the implementation of contact centre strategy and policy in an effort to enhance the performance of systems and processes through effective budget and people management and to minimize risk.
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Strategy**: To contribute to the development, implementation and management of contact centre policies and procedures in alignment to that of the Group Strategy ensuring the contact centre enables the Group to gain competitive advantage.
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Operations Management**:To manage contact centre processes to optimally increase efficiencies through scheduled attendance, adherence and productivity benchmarks in an effort to deliver high quality service to our customers.
- **
Budget Management**: To optimize the department’s budget and efficiencies by managing expenses within budget/projections in a cost effective way.
- **
Relationship/Stakeholder Management**: To build and maintain relationships with relevant stakeholders (internal and external).
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People Management**: Effective people management to ensure optimal resource allocation, service delivery and employee engagement.
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Risk Management** - Continually monitor and improve the overall performance of the business by identifying and managing risks through effective control measures.
**Requirements**:

- Matric/ NQF 3
- Experience in the Contact centre industry5-10 years
- Experience at management level 2-3 years
- Computer Literacy (Microsoft office)
- IR Knowledge
- Computer Literacy (Microsoft office) Knowledge of credit or retail systems
- Excellent communication and negotiation skills
- A preference to work with details and follow procedure
- Able to operate multiple channels within a target driven environment
- Computer literate ( MS Office)
- Able to cope with stress