Junior Operations Manager at Foschini

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  • Job ID: 14048
  • Position Type: Full-Time
  • Job Function: Call Centre
  • Workplace Type:
  • Division: TFG Financial Services
  • Province: Western Cape
  • Location: Cape Town North
  • Suburb: Parow (Parow)

A challenging opportunity exists within the Credit Services Operations for a dynamic and assertive individual to oversee overall people management as well as manage day to day operations for various contact centre in Services; and to ensure efficient and effective service delivery to TFG customers.


Your responsibilities would include:  

  • Ensuring that all customer/service related requests/queries are processed timeously as required by the relevant SLA’s.
  • Team targets/KPI’s are met.
  • Maximize people productivity by adhering to people management processes (e.g IR, Performance management, recruitment, coaching)
  • That department policies, procedures and compliance
  • Review performance statistics and escalate to Ops Manager for the required action to be taken to improve efficiencies
  • Provide input and review processes to raise efficiency levels
  • Monitor and ensure achievement of departmental KPI’s and SLA’s
  • People management.
  • Liaise and manage with key stakeholders & 3rd party vendors.
  • Managing of escalation and resolutions within SLA.
  • Being a support to the Contact Centre Manager; assisting with any adhoc projects.
  • Department achieves the desired outcome by constantly improving on service delivery.
  • All administration are processed timeously as required by the relevant SLA’s.
  • Offer support relevant business and/or departmental projects.

As the ideal candidate you will need:

  • Matric or Grade 12 equivalent
  • Minimum 3 years’ experience in a team leader role
  • Previous operations management experience advantageous
  • Tertiary qualification advantageous
  • Strong business acumen
  • Analytical thinking skills
  • Reporting skills
  • Conflict management skills
  • Proven decision making ability
  • Relationship building skills
  • Call centre experience (Quality or Team Leader)
  • Be able to work flexible hours inclusive of Saturdays, Sunday & Public Holidays (07h00 to 21h00)

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

Please make sure that your Line & HR Managers are aware of and support your application.

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