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Position description / overview:
Managing the Call centre staff and responsible for driving sales through delivery and other omni channels. The role include interacting with the co-ordinator on a daily basis, and with agents at times. The role reports to the General Manager.
Minimum Requirements:
Relevant tertiary qualification - BCom advantageous/preferred
2+ years managerial experience, including managing staff and dealing with customers
Responsibilities:
Reviewing procedures and enhancing process where needed
Marketing initiatives to drive sales and suggest possible stores to adopt delivery layer through analysis
Drivers pay calculations
Sales tracking and daily checks
Forecasting sales and call centre agent deployment
Managing staff conflict and performance, and resolving customer complaints and breakdowns of call centre
Conducting visits at delivery restaurants to ensure world class delivery service and systems
To accompany drivers periodically to observe service delivery
Responsible for all aggregator deliveries ensuring restaurants always available to receive and process orders
Tracking uptime
Competencies / Skills:
Ability to speak, read and write English fluently
Advanced numerical skills and statistical skills
The capacity to delegate specific task, not to take control of all tasks, to implement follow up control actions and/ or coaching actions where necessary
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