Teams at takealot.com

Lead capacity planning for a contact centre: build forecasts and capacity plans, optimize staffing and schedules, monitor performance, collaborate cross-functionally, implement process improvements, produce reports and dashboards, manage risks and compliance, and leverage WFM tools and analytics to meet service-level objectives.

Manage and support franchise setup, SOP development and training, KPI and SLA monitoring, regular audits, and performance improvement. Provide operational guidance to franchisees, ensure brand and process adherence, and drive business growth through data-driven solutions and coaching.

Monitor and enforce franchise and driver operational compliance, train and improve SOPs, audit branch performance, manage and report on regional KPIs, and implement corrective actions to maintain service levels across assigned regions.