Contact Centre Manager

2 weeks ago

Johannesburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

Take responsibility for the implementation of the strategy for Customer Experience across the Merchant Customer database with the aim of improving the service and product features available to our customers.

Implementation of client centric service and engagement strategy for merchant acquiring service operation support channels and the acquiring products ensuring and excellent client experience, increased productivity and operational excellence.

To plan, manage and monitor the implementation of call centre activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

**Job Description**:
Functional management: Set and execute the tactical strategy, plan the resource requirements for the business area, negotiate and secure its allocation and ensure delivery based on the agreed business targets | Operational Excellence: Oversee the design, implementation, maintenance and continuous improvement of operational activities | Change and programme management: Ensure the implementation of change programmes aimed at driving business strategy and improving operational efficiency | Business Risk and Compliance Management: Ensure the implementation of, and conformance to, Group Risk and Compliance requirements within the operating environment, in line with set risk appetite | Stakeholder Management: Actively promote and manage the collaborative engagement of internal and external stakeholders, including suppliers, clients, service providers, business partners and other Absa entities | People Management: Coach, mentor and manage team members toward driving business objectives and ensuring colleague development | Governance: Ensure the fulfilment of all required governance activities, including tracking and reporting |:
Tactical and operational planning and management: Execute and deliver on the call centre plan through others. Implement and maintain performance metrics and statistics to ascertain the overall performance of the Call Centre and take corrective action where required

Performance Improvement and Innovation:
Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences.

Drive operational delivery: Ensure the performance of call centre key performance areas. Ensure governance and operational structures to ensure ongoing call centre performance

Facilitate product / process enhancement initiatives with staff & involve them in producing solutions/improvements/action plans to enhance customer services experiences.

Coach, mentor and manage team members toward driving business objectives and ensuring Team development

Operational Excellence: Ensure strategic oversight of operational activities and ensure continuous improvement

Business Management: Allocate duties to team members in order to achieve operational targets including prioritisation and work schedules

Risk Management: Ensure all Absa policies, procedures and activities required for areas documented and understood by all members of the various team and/or business area

Education

Bachelor's Degrees and Advanced Diplomas: Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_

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