Package & Remuneration

Job Description

Key Responsibilities:

• Investigate salary discrepancies, escalate to the appropriate stakeholders, and resolve them within the agreed SLA.
• Provide weekly updates on vacancy status and department headcount to relevant stakeholders.
• Communicate operational movements to ensure accurate billing for each product (Actual vs ORG+).
• Ensure the business organogram reflects all necessary updates and share it with relevant stakeholders.
• Maintain and complete the target calculator monthly, ensuring timely communication to relevant stakeholders.
• Keep the floor plan accurate and updated, ensuring any changes or relocations are communicated.
• Manage and allocate teams correctly within the Dayforce system for new hires and transfers in a timely manner.
• Identify unauthorized timesheets and escalate them to Operations & Other Managers within the agreed timeframes.
• Follow the correct process for internal transfers and conversions, ensuring timely communication with relevant stakeholders.
• Ensure that all necessary documentation is completed and submitted for employee terminations in a timely manner.
• Adhere to operational and administrative processes.
• Accurately track and report daily, weekly, and monthly agent performance statistics.
• Gather and compile monthly statistics for incentive target settings.
• Prepare and submit accurate incentive payout statistics and schedules to the salaries department.
• Generate ad hoc reports as needed.
• Perform reporting and administrative duties.

Qualifications & Experience:

• Minimum of 3 years of administrative experience in a Contact Centre environment.
• Matric (Grade 12) qualification.
• Proficiency in MS Office, with advanced Excel skills.
• Strong knowledge of PowerPoint.

Skills:

• High accuracy and attention to detail.
• Ability to meet deadlines.
• Strong interpersonal skills.
• Effective written and verbal communication skills.
• Strong numerical and analytical thinking skills.
• Proficiency in reporting.
• Ability to build and maintain relationships.
• Effective time management.
• Adaptability, flexibility, and strong organizational skills.

Behavioral Competencies:

• Results-Oriented: Proactively tackles challenges to achieve success.
• Commitment to Standards: Ensures quality and compliance in work delivery.
• Customer-Centric Approach: Consistently provides excellent service.
• Planning & Organization: Uses a structured approach to manage tasks effectively.
• Communication & Presentation: Clearly conveys ideas to different audiences.

Preference will be given to candidates from designated groups, as per the Employment Equity Act.

About Us

At TFG, our people are our greatest asset. We are a globally diversified retail group with 34 specialty lifestyle and apparel brands, inspiring customers to live their best lives. Our goal is to create exceptional omnichannel experiences.

TFG is more than just a workplace—it’s a platform for growth, offering endless career development opportunities across our diverse brands. We are a purpose-driven organization, and every member of our team plays a key role in shaping the industry.

We are the designers, the makers, the innovators, and the teams behind the scenes.

Are you ready to be part of this journey?

About the Team

Our contact centers are essential to our success, often serving as the first point of contact for our customers. Our highly skilled and motivated team members provide top-tier service, possess in-depth knowledge of our products and services, and are dedicated to resolving customer inquiries efficiently.

Join our team and make an impact!