Key Performance Areas<\/p>\n
Strategic Management<\/p>\n
\tDevelop and execute the strategic roadmap for Quality Assurance, Workforce Management and Dialler Support, aligned to strategic business objectives.
\n\tTranslate and plan functional strategy into annual operating and project plans by providing clear communication of departmental direction and priorities
\n\tExecute functional strategy through reviewing and reporting on operational and project plans to ensure departmental productivity improves year on year
\n\tBenchmark operations against industry standards and implement best\u2011practice enhancements.
\n\tIdentify opportunities for automation, AI integration and digital optimisation to enhance efficiency.
\n\tLead Operations Support participation in approved projects and initiatives (e.g. system implementations, channel expansion, digital adoption)
\n\tIdentify and execute continuous improvement opportunities using data driven insights.<\/p>\n
Operations Management<\/p>\n
Workforce Management<\/p>\n
\tCollaborate with operational leaders and cross-functional teams to ensure WFM alignment with business objectives
\n\tProduce reporting to key stakeholders based on data-insights to inform management decision-making
\n\tParticipate in annual budget cycles and provide resource planning recommendations
\n\tDrive process automation, technology adoption, and project involvement for enhanced efficiency.<\/p>\n
Quality Assurance<\/p>\n
\tLead the overall QA function and implement a comprehensive QA framework to ensure compliance, call quality and customer experience excellence.
\n\tOversee effective trend analysis, reporting and insight generation to inform improvement initiatives
\n\tEnsure governance is upheld through calibration, sampling, quality standards and compliance oversight.
\n\tBenchmark QA practices against industry best practice.
\n\tDrive technology adoption, automation opportunities and project-related QA enhancements.<\/p>\n
Dialler Support Services\u00a0<\/p>\n
\tOversee the delivery of effective Dialler Support Services and Dialler Administrator coverage across all Contract Centres, aligned to Contact Centre operating hours.
\n\tProactively monitor system performance, identifying and resolving issues promptly to minimise downtime and disruptions to operations.
\n\tConduct thorough analysis of system performance data, identifying trends, potential bottlenecks, and areas for improvement
\n\tHelp develop and maintain comprehensive documentation of performance metrics and troubleshooting procedures.\u00a0 Ensure real-time monitoring, first-level troubleshooting and best practices in system usage.
\n\tEnsure strict adherence and execution of Collections dialling strategies prescribed by Credit Risk.
\n\tOversee accurate and timely campaign data file loading as per campaign requirements
\n\tLead ongoing engagement with Communications Technology for upgrades, functional enhancements and roadmap planning.
\n\tSupport business projects, campaigns and service improvement initiatives.
\n\tProvide regular reporting on campaign performance, dialler efficiency and system utilisation.<\/p>\n
General<\/p>\n
\tConduct budgeting and forecasting processes for own department and actively participate in annual budget cycle to support Contact Centre Executives with headcount budgets based on WFM resource planning.
\n\tManage departmental expense budgets in line with approved cost centre allocations.
\n\tIdentify, assess and monitor operational risks, ensuring compliance with policies, standards and regulatory requirements
\n\tIdentify cross-functional improvement initiatives and collaborate on digital optimisation projects with measurable impact
\n\tLead the overall Workforce Management function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting and Analytics.
\n\tEnsure adherence to industry-accepted methodologies, calculations and reporting standards.
\n\tDrive efficiency in resource utilisation, capacity planning and scheduling to meet SLAs and operational business targets<\/p>\n
Leadership and People Management<\/p>\n
\tBuild and sustain an engaged, high-performance culture across the Operations Support teams.
\n\tFacilitate regular departmental communication to ensure teamwork, integration and alignment.
\n\tManage performance in accordance with company policies and frameworks.
\n\tInspire, coach and develop managers and teams; ensure readiness to meet evolving business needs.
\n\tMaintain organisational structures, capability and career pathways aligned to strategic objectives.
\n\tEstablish and maintain succession plans.
\n\tEnsure regular performance reviews and talent development activities.
\n\tModel company values and leadership behaviours consistently.<\/p>\n
Qualification and Experience<\/p>\n
\tRelevant tertiary qualification: BCom or Business Management Degree\/Diploma
\n\tWork experience: 8\u201310 years\u2019 operational management experience in a large inbound and outbound, multi-channel contact centre environment
\n\tMinimum of 5 years\u2019 leadership experience managing middle management
\n\tDirect experience in Operations Support functions, including Quality Assurance (QA), Workforce Management (WFM), and Dialler Support
\n\tStrong exposure to QA frameworks, WFM methodologies, workforce management systems, and forecasting principles
\n\tSolid understanding of Quality Assurance methodologies and frameworks (e.g. ISO, Total Quality Management, Six Sigma)
\n\tKnowledge of dialler support, administration, and dialler systems would be advantageous
\n\tStrong understanding of contact centre best practices and performance analytics
\n\tExperience in process engineering, SOP development, and compliance management
\n\tProven ability to lead and manage multi-disciplinary teams<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Pepkor Payments & Lending","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Pepkor Payments and Lending forms part of the Pepkor Group, and operates as a division of Pepkor Trading (Pty) Ltd, serving as a central support structure for Capfin and Tenacity Financial Services. As part of the Group, we benefit from the group\u2019s size and expertise, affording us the opportuni... read morety to improve organisational efficiency. Our centralised support structure enables us to provide specialised and competitive lending and payment solutions to increase the operational effectiveness, output, and profits of Pepkor retail partners and our own business.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-34131","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/34131","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=34131"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=34131"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=34131"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}