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Team Leader: Service Centre

4 months ago

Johannesburg, South Africa Nedbank Full time

**Requisition Details and Talent Acquisition Contact**
- Req: 124044- 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.
- Follow-up 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 on-boarding check-list.
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Preferred Qualification- Certificate: Call Centre, Diploma: Call Centre
- Minimum Experience Level- 2-3 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 +27 860 555 566_