Team Leader: Credit Services

Key Responsibilities:

• Schedule Attendance: Ensure team attendance aligns with the provided schedule, promoting a healthy work-life balance.
• Schedule Adherence: Encourage adherence to the Workforce Management (WFM) schedule and provide necessary support.
• Productivity: Achieve departmental targets by maximizing team productivity through effective people management processes, including Performance Management and coaching.
• Employee Experience: Maintain a positive work environment and professional customer experience, enhancing job satisfaction and team engagement.
• Customer Experience: To make sure that the team maintains all-around professional customer experience to achieve the desired outcome in line with departmental standards. 
• Stakeholder Relationships: Build and maintain strong relationships with internal and external stakeholders.
• Compliance: Ensure team compliance with legislation, policies, and procedures, aligned with departmental standards.
• Development: Foster team growth by providing ongoing training and development opportunities to enhance skills. 

Qualifications And Experience:

• Matric - Essential
• Contact Centre Certificate or equivalent - Desirable
• 6 months Supervisory Experience (Contact Centre experience)
• 1-2 years Management Experience
• Retail experience
• Computer Literacy (Microsoft office)
• Relevant system knowledge (Vision. Odyssey. Alpha etc)
• Relevant legislation (NCA, POPI, CPA, DCA etc)
• IR knowledge

Skills:

• Microsoft office
• Telephone skills
• Communication skills (written and verbal)
• Stress Management skills
• People Management skills
• Analytical thinking skills
• Decision making skills
• Presentation skills
• Reporting skills
• Staff scheduling inputs
• Numerical skills 

Behaviours:

• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
• Customer Focus - understands, anticipates, and meets the needs and expectations of customers
• Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets
• Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems
• Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives

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

Who we are is because of our people. They are our greatest asset.  TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands.  We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry.

We’re the designers, the makers, the shakers and the teams behind the scenes.

Are you with us?