Ensure that individual and team attendance is in line with the schedule provided.
Ensure that individual and team adhere to WFM schedule in line with operational requirements. (E.g Late login, Early Log Off, Break schedule adherence, Meetings, etc)
Ensure that individual and team sales targets are met and aligned to the overall achievement of departmental sales targets.
Maximize agent sales productivity through effective coaching and performance management processes. (E.g. IR, Performance Management, Recruitment, coaching etc.)
Ensure that the team maintains all-round professional behaviours and customer centric focus in line with TFG values and business standards.
To build and maintain relationships with agent workforce through effective and encouraging leadership.
Ensure team compliance and adherence to legislation and business policies and procedures, aligned to the Quality standards and Standard Operating Procedures.
Qualifications and Experience:
Matric qualification
Supervisory Contact Centre Experience [1 – 2 years]
Management or contact centre related qualification [advantageous]
