Call Centre Team Leader

5 months ago


Randburg, South Africa FirstRand Full time

Job Description

To lead the call centre team of agents by monitoring and driving the delivery of targets and ensuring customer satisfaction

Responsible for a combination of sales and customer service including cross-selling to clients as well as nurturing the client relationship

Must be knowledgeable on all aspects of the company products, processes and systems

Expected to manage and coach the team with constant real-time support in terms of query resolution
- Drive significant growth and profitability in the context of cost management
- Manage costs / expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
- Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
- Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements
- Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements
- Ensure efficiency of service productivity and performance in Call Centre
- Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios
- Improve customer satisfaction, experience, and insight through call analysis.
- Report on required Call Centre activities and deliveries to improve business results
- Manage own development to increase own competencies.
- Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies

Job Details

Application Closing Date

07/02/24


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