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Team Leader

4 weeks ago

Johannesburg, South Africa Nedbank Full time

**Requisition & Talent Acquisition Consultant Details**
- REQ 133658 - Twanette Coetser- Closing Date - 10 May 2024**Cluster & Location**
- Total Business Banking and Retail - Nedbank Contact Centre- Newtown Junction, Johannesburg- Career Stream- Sales
- Leadership Pipeline- Manage Others
- Team Leader**Job Purpose**
- To manage and lead staff in a branch to meet service and sales objectives whilst ensuring compliance to processes and procedures to prevent risk and ensuring alignment to the Financial and service objectives of the Business Unit.

**Responsibilities**:

- Supervise and lead a team of call center agents to meet performance targets.
- Monitor call center processes to enhance customer satisfaction and efficiency.
- Provide coaching and training to team members to improve their skills and performance.
- Set targets for all other call center agents to meet.
- Schedule and organize shift patterns for other team members to ensure customers are never left unattended to.
- Understand all organization’s products, services, procedures, and guidelines.
- Communicate the same to all team members.
- Prepare forecasts and budgets for the call center.
- Monitor all calls to ensure due procedures and quality standards are strictly adhered to.
- Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
- Conduct regular reviews of all call center agents’ performance.
- Organize training sessions for underperformers.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
- Keep up with trends and happenings in the industry.
- Ensure adherence to industry standards.
- Keep clients happy and satisfied by providing prompt responses and solutions to their challenges.
- Ensure a safe and harmonious working environment for all team members.
- Delegate duties to all team members.
- Minimum Experience Level- Min 1 year experience in People Management / Supervisory / 2IC role would be an advantage
- Min 2 years' Nedbank Contact Centre experience essential

**Requirements**:

- NQF Level 5 or Higher in a Financial or Banking related field essential
- Matric / Grade 12 / National Senior Certificate
- FAIS certification/ registration

**Technical / Professional Knowledge**
- Accounting principles
- Banking procedures
- Business writing
- Change management
- Coaching principles
- Competitor analysis
- Consumer behaviour
- Governance, Risk and Controls
- Microsoft Office
- Nedbank policies and procedures
- Nedbank systems
- Nedbank vision and strategy
- Operations planning
- Performance management
- Principles of project management
- Recruitment and selection
- Sales data analysis
- Selling techniques
- Nedbank culture
- Nedbank products
- Business analysis
- Customer service principles
- Human Resources systems knowledge
- Behavioural Competencies- Coaching
- Customer Focus
- Driving for Results
- Making Sales Operations Decisions
- Creating a Service Reputation
- Creating a Culture of Trust
- Driving Successful Customer Engagements
- Adaptability
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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