Assistant Operations Manager : Telemarketing

A challenging position exists within the Financial Services Call Centre for a self-motivated and assertive individual to lead, manage and coach a team of supervisors in a fast paced and dynamic working environment. This individual should be dynamic, pro-active, and display exceptional operational leadership skills.

Your responsibilities would include :

• 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
• Maintaining and enhancing the portfolio compliance standards & legislative requirements and ensure adherence to agreed quality benchmarks
• Ensuring the Telemarketing and relevant supporting strategies are effectively implemented, monitored and maintained.
• Effective management and co-ordination 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.

The ideal candidate will need :

Flexible to work on Saturdays.

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.

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