Department Manager

**Reference: MLR 6838**

**Consultant: Michelle Le Roux**

**Description**:
Sales Strategy:

- Execute and communicate functional and organisational strategy and projects to the New Business teams
- Actively participate with the implementation and monitoring of strategic and departmental projects
- Research, benchmark, design and implement processes based on best practise and trends
- Drive recruitment strategy and resource models in line with departmental / company strategy, budgets and/or projects

Operational Management:

- Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities to ensure the achievement of operational productivity and efficiency targets
- Draft and maintain Standard Operating Procedures documentation
- Develop business case and requirement specifications that will support any new system or functional change requirement within the department and participate in UAT as required
- Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators (targets); produce relevant reports, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required
- Review and optimise outbound scripts regularly and maintain a log of all changes
- Ensures sales volumes, approvals, activations and documentation (POI) assessments are managed within expected targets and budgeted headcount
- Communicate clearly, effectively and timeously to ensure that internal and external stakeholders are engaged on relevant matters
- Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
- Operationalise all payroll related activities including management of overtime/special time/transport waybill

Management of people
- Manage and lead a team of Team Managers.
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of employees
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
- Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
- Mentor and coach employees and identify needs and update career growth plans
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Manage non-performance or probation requirements as stipulated in policies and /or contractual agreement
- Ensure timeous contracting of KPI’s with Agents and Team Managers
- Ensure adherence to WFM schedules and participate in forecasting and planning
- Manage absence management procedure effectively, transparently and consistently in line with business process and company’s absence management policy

**Qualifications**:

- 6- 8 years’ operational management experience in a Sales or Direct Marketing contact centre of which at least 5 years should be in a leadership capacity managing Team Managers
- Experience within a large Outbound Sales Contact Centre environment (100+ seats) with Dialler experience preferable
- Experience within a Financial Services and/or retail credit environment is preferable
- Grade 12 / Matric or equivalent
- Degree /diploma in Business Management and/or related discipline (advantageous)
- Relevant contact centre certification
- Key understanding of the Credit/Retail/Financial services industry
- In-depth understanding of Outbound sales and Dialler principles
- Analytical skills with proven ability to identify and develop solutions to improve new business process and acquisitions
- Ability to effectively, clearly and convincingly communicate at all levels - both verbally and in writing
- Judgement and decision making
- Strong Leadership skills

Ability to commute/relocate:

- Kuilsrivier, Western Cape: Reliably commute or planning to relocate before starting work (preferred)