Online Merchant - Jewellery (6 Months Maternity Cover)

Qualifications

• 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

About the Role

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

Key Duties

• 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.