Customer Service Contact Centre Manager

2 weeks ago

Somerset West, South Africa HR Innovation Full time

The contact centre serves as a control centre for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs. We are looking for a results-driven individual who can effectively lead a team, optimise processes, and ensure exceptional customer service delivery.

Leadership: Provide strong leadership and direction to the contact center team, fostering a culture of accountability, collaboration, and continuous improvement.

Operations Management: Oversee all aspects of the contact center operations, including call volume management, workforce planning, scheduling, and performance monitoring.

Customer Service Excellence: Ensure that all customer interactions are handled professionally and efficiently, maintaining high standards of service quality and customer satisfaction.

Process Optimisation: Identify opportunities to streamline processes and enhance operational efficiency within the contact centre, implementing best practices and innovative solutions as needed.

Staff Development: Coach, mentor, and develop team members, providing regular feedback, training, and support to enable their professional growth and success.

Performance Management: Establish performance metrics and targets for the contact centre team, monitoring performance closely and taking corrective action as necessary to achieve goals.

Compliance and Quality Assurance: Ensure compliance with all relevant banking regulations and internal policies, conducting regular quality assurance checks to maintain adherence to standards.

Reporting and Analysis: Generate reports and analyse data to track key performance indicators, identify trends, and make data-driven decisions to improve the contact centre performance.

Stakeholder Management: Collaborate closely with other departments within the bank, as well as external partners, to ensure seamless coordination and alignment of goals and objectives.

Qualifications and Experience:
Grade 12

Bachelor's degree in Business Administration, Management, or a related field (beneficial)

Proven experience in contact centre management, with a minimum of 5 years in a leadership role

Experience in the banking industry

Strong understanding of call centre operations, technologies, and best practices

Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders

Demonstrated leadership abilities, with a track record of motivating teams to achieve targets and deliver exceptional results

Analytical mindset with the ability to interpret data, identify trends, and make informed decisions

Knowledge of relevant banking regulations and compliance requirements

Pay: R55 000,00 - R60 000,00 per month

Application Question(s):

- How many years management experience do you have in a contact centre environment
- How many years experience do you have in Banking?

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