Job Description

• Lead, coach, and develop a team of agents through ongoing feedback, 1:1s, and performance support.
• Monitor and manage daily performance against KPIs, quality standards, and service levels.
• Oversee real‑time operations including queue management, schedule adherence, and escalations.
• Conduct quality reviews, ensure compliance with policies, and drive consistent service excellence.
• Communicate updates, processes, and performance insights clearly to the team and stakeholders.
• Identify operational or customer experience issues and drive continuous improvement initiatives.

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

Skills:

• Strong leadership, coaching, and interpersonal skills to motivate and develop team members.
• Excellent communication abilities for clear instructions, feedback, and stakeholder collaboration.
• Solid understanding of contact centre operations, KPIs, systems, and real‑time management.
• Analytical and problem‑solving skills to interpret data, identify trends, and address root causes.
• High emotional intelligence with strengths in conflict resolution, resilience, and adaptability.
• Professionalism, integrity, attention to detail, and a consistent customer‑service mindset
• High emotional intelligence with strengths in conflict resolution, resilience, and adaptability.
• Professionalism, integrity, attention to detail, and a consistent customer‑service mindset

Behaviours:

• Drives Results - sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results
• 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
• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner

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

#LI-MS1

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?