Operational Support Manager

2 weeks ago


Somerset West, Western Cape, South Africa Finbond Mutual Bank Full time

Finbond Mutual Bank is seeking a dynamic and experienced Call Center Manager to oversee our call center operations based in Somerset West, Cape Town.

The call center serves as a control center for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs.

We are looking for a results-driven individual who can effectively lead a team, optimize processes, and ensure exceptional customer service delivery.


Key Responsibilities:

Leadership:

Provide strong leadership and direction to the call center team, fostering a culture of accountability, collaboration, and continuous improvement.


Operations Management:
Oversee all aspects of call center operations, including call volume management, workforce planning, scheduling, and performance monitoring.

Customer Service Excellence:

Ensure that all customer interactions are handled professionally and efficiently, maintaining high standards of service quality and customer satisfaction.


Process Optimization:

Identify opportunities to streamline processes and enhance operational efficiency within the call center, implementing best practices and innovative solutions as needed.


Staff Development:

Coach, mentor, and develop team members, providing regular feedback, training, and support to enable their professional growth and success.


Performance Management:

Establish performance metrics and targets for the call center team, monitoring performance closely and taking corrective action as necessary to achieve goals.


Compliance and Quality Assurance:

Ensure compliance with all relevant banking regulations and internal policies, conducting regular quality assurance checks to maintain adherence to standards.


Reporting and Analysis:

Generate reports and analyze data to track key performance indicators, identify trends, and make data-driven decisions to improve call center performance.


Stakeholder Management:

Collaborate closely with other departments within the bank, as well as external partners, to ensure seamless coordination and alignment of goals and objectives.


Qualifications:

Bachelor's degree in Business Administration, Management, or a related field (preferred).

Experience:

  • Proven experience in call center management, with a minimum of 5 years in a leadership role.
  • Experience in the banking or financial services industry is highly desirable.

Knowledge and Skills:

  • Strong understanding of call center operations, technologies, and best practices.
  • Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
  • Demonstrated leadership abilities, with a track record of motivating teams to achieve targets and deliver exceptional results.
  • Analytical mindset with the ability to interpret data, identify trends, and make informed decisions.

Additional Requirements:

  • Knowledge of relevant banking regulations and compliance requirements.

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