Call Centre Team Leader

2 weeks ago

Somerset West, South Africa Finbond Mutual Bank Full time

The Call Centre team leader is responsible for the financial, business, service delivery standards, and people management for the section he/she oversees.

Financial Management
- Continuously manage and monitor branch performance with regards to the following:

- New business loan advances.
- Interest Revenue
- Fee Income
- Branch expenses
- Age analysis
- Provisions and impairments
- Drive new customer focus with sales team to increase sales.

Business/Compliance management
- Ensure implementation of and compliance with internal policy as determined by Executive management.
- Ensure NCA compliance in respect of lending policy and display requirements.
- Ensure adherence to collections policies and procedures for the Call Centre.
- Ensure adherence to policies and procedures by all call centre staff.
- Investigate and report non-compliance to Call Centre manager.
- Monitor potential fraud in the Call Centre and report suspicious activities to Call Centre Manager.
- Ensure timely and accurate reporting on Call Centre Stats within branches (area).
- Manage and report maintenance requirements of company hardware and software.

Service Delivery Standards
- Monitor Agent’s calls and telephone etiquette.
- Listen to recordings to improve customer service and check for compliance.
- Ensure all agents adhere to the call centre service delivery standards in place.
- Measure effectiveness and implement corrective actions when and where required.

People Management
- Assist Manager to motivate and monitor call centre staff and their performance.
- Ensure active 360° communication between sections of Call Centre.
- Decision making and problem solving within the call centre.
- Manage staff training requirements and facilitate training.
- Ensure all E-learning is completed on time.

**Qualifications**:
Matric.
Sales and Marketing qualifications will be an advantage.

**Experience**:
2 years proven track record in microfinance or banking. Minimum of two years of supervisory / team leader or managerial experience

**Knowledge and Skills**:
The incumbent should be able to demonstrate:

- An ability to lead and motivate a team
- Empathy and patience with clients and colleagues
- An ability to orally communicate in a clear, respectful, honest, assertive and persuasive manner
- Numeracy and literacy abilities to the level that ensures no mistakes.
- A flair for administrative organisation and detail
- A positive attitude
- A ready knowledge of the company’s products (Type of loans as well as Consumer Finance)
- A ready knowledge of the pricing of each product (Consumer Finance)
- Understanding of the need for urgency when dealing with daily and monthly reports, complaints and queries
- Accuracy in the maintenance of records and systems
- An ability to remain calm and resolve conflict
- An ability to converse in at least two languages spoken within the market place
- A compliance to all workplace rules and procedures
- A willingness to undertake duties beyond the confines of your job.

**Additional Requirements**:

- Financial Management: Continuously manage and monitor Call Centre performance.
- Business/Compliance Management: Ensure monthly recon document for Call Centre daily/monthly is 100% accurate and is balanced everyday Sales.
- Customer service Management: Develop implement service standards to improve Call Centre performance.
- Management: Manage motivate and monitor Call Centre personnel and their performance.

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