Job description

This role will be ideal for a candidate who can determine and maintain the long-term strategic and revenue objectives through the development and implementation of operational support system within a contact centre environment. Ensure business growth through directing and managing business operational activities in accordance with operational best practices, and in compliance with the organisation’s policies and procedures. 

Here’s what you can expect to be doing in the role

Manage operational objectives – Sales

• Ensure that the operations functions are run effectively and efficiently so that each operational area performs in terms of their strategic plan and operational sales objectives

• Ensure that operating objectives and standards of performance are owned by management as well as by employees

• Manage and lead the telemarketing contact centres ensuring that all operational targets are achieved whilst continuously improving systems, procedures and policies

• Ensure that the direct sales agents achieve their sales targets, have acceptable pass rates and that the required number of agents is recruited to achieve the sales targets

• Ensure resources and support is in place and all operational areas are appropriately staffed to meet operational requirements and targets

• Ensure structures supports longer term growth objectives

• Ensure the operations runs in accordance with relevant legislation, in particular with regard to the NCR

• Ensure that technology is appropriately utilised in the contact centres and that new technology and functionality is continuously being considered.

Customer Service

• Ensure appropriate measures are undertaken within the contact centres and operational areas to create, promote and obtain a customer centric culture and an environment to drive service excellence

Systems, procedures and processes

• Design and implementation of a digital sales ecosystem where processes are designed around customers for self-service across multiple channels, and synthesized with agents where appropriate

• Reassess current systems and processes and propose enhancements for optimisation in the area

• Drive innovation to enhance productivity, effectiveness and efficiency

• Directly responsible for implementation and maintenance of the company’s operational procedures, reporting on the performance and initiating improvements for operations

• Benchmark against competitors locally and internationally to ensure best practice

Project management

• Ensure that projects are executed according to the HomeChoice project methodology and ensure that effective change management initiatives are undertaken to support and entrench project deliverables

• Ensure the successful implementation of the ERP system in the operational areas to ensure appropriate functionality, business benefit and optimum use of the system

Risk management

• Ensure that effective operational governance and controls are in place to mitigate and minimise risk to the business

• Accurately balance risks and trends in driving innovation in the organisation using effective testing

• Ensure the early identification of critical operational risk areas on a continuous basis

• Ensure updated and informed reporting and communication on operational risk areas, their causes and effective prevention and management thereof

• Continuously determine best practice to reduce and/or avoid operational risk(s)

• Effective and efficient management of risks through the implementation of proper and updated internal controls, systems, policies and procedures

Budget and reporting

• Present an annual budget for approval and prudently manage resources within these budget guidelines according to company policy

• Ensure cost efficiency improvements on an annual basis

• Manage, monitor, report and communicate in regard to financial and psychical resources, administration and budgeting

• Support the timely submission of high quality reports to internal and external stakeholders

Talent management

• Ensure all employees have KPA’s in place with clear and tangible goals which are assessed bi-annually through the performance management process

• Mentor and coach staff to identify training needs and improve overall skill levels within the area and ensure that personal development plans are in place to address development needs and career aspirations

• Reduce attrition levels and promote staff engagement by ensuring adequate measures are in place to address pulse survey results

• Develop and drive annual retention strategy

• Drive the employee engagement strategy to ensure employees are motivated effectively and to reduce annual attrition rates

• Ensure adequate and appropriate departmental infrastructure is in place to deliver against KPA’s and to ensure optimal operational efficiency

• Develop annual workforce plan, and in consultation with HR, agree annual recruitment plan to support the delivery thereof

• In consultation with HR implement effective succession planning, people management, development, recruitment and retention strategies

• Ensure employees work effectively with individuals across the business to gain knowledge on strategies, business processes to improve overall profitability and customer service

A litte about who you are

• Relevant tertiary qualification (Commerce and/or finance nice to have) 

• Training in Contact Centre principles

• Strong technological literacy

• Minimum of 5 years’ sales operations experience 

• 5 Years’ experience at a senior managerial level 

• Operations management experience, specifically people management of large teams 

• Experience in developing and implementing departmental and organizational policies and procedures 

• Significant experience in annual planning, budgeting, reporting and risk management

Benefits

• Flexible benefits to structure your own package

• Creative agile work environment

• Flexible working hours

• Café and lounge area

• Staff restaurant with a variety of healthy meal options

Posted on 07 Aug 14:00