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Team Leader: Service Centre

3 months ago

Johannesburg, Gauteng, South Africa Nedbank Full time

Requisition Details and Talent Acquisition Contact

  • Req:

Closing Date:
TBC- Lebohang Monate
Job Family

  • Sales And Services

Career Stream

  • Call Centre (Service)

Leadership Pipeline

  • Manage Others

Job Purpose

  • To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.

Responsibilities:

  • Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
  • Maintain relationships with clients and stakeholders by living the Nedbank values.
  • Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
  • Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
  • Create a client service culture through various required interventions.
  • Support and encourage staff to participate and support corporate responsibility initiative.
  • Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
  • Encourage team to generate innovative ideas and share knowledge.
  • Followup on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
  • Listen to calls to ensure that call centre agents comply to business rules and processes in compliance with legislation.
  • Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
  • Resolve issues by making decisions within mandate that meet business requirements and client needs.
  • Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying
- and implementing corrective action.

  • Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
  • Adhere to budget by managing and minimising day to day costs e.g. overtime; stationery; telephone.
  • Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
  • Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
  • Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
  • Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
  • Contribute to team effectiveness by
- following the recruitment process when recruiting talent.

  • Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes.
  • Manage the on boarding process of new employees by ensuring execution of preparations according to the onboarding checklist.


 Essential Qualifications
  • NQF Level
  • Matric / Grade 12 / National Senior Certificate


 Preferred Qualification
  • Certificate: Call Centre, Diploma: Call Centre
  • Minimum Experience Level 23 yrs. banking experience

Technical / Professional Knowledge

  • Business administration and management
  • Business terms and definitions
  • Client service management
  • Communication Strategies
  • Governance, Risk and Controls
  • Principles of project management
  • Relevant Nedbank product knowledge
  • Relevant regulatory knowledge
  • Service level agreements
  • Business writing skills


 Behavioural Competencies
  • Earning Trust
  • Coaching
  • Customer Focus
  • Decision Making
  • Facilitating Change
  • Driving for Results
  • Planning and Organizing
  • Delegation and Empowerment
- **_Please contact the Nedbank Recruiting Team at _