Call / Contact Centre Manager (Banking)

2 weeks ago

Cape Town, South Africa HR Innovation Full time

As the Call Centre Manager for the Credit and Transactional Banking Department, your role is multifaceted and crucial for ensuring smooth operations and excellent customer service
- Hiring, Training, and Motivating Team Members: Recruit, train, and prepare Call Centre team members to deliver excellent customer service. Provide ongoing coaching, support, and motivation to ensure that team members are equipped with the necessary skills and knowledge to excel in their roles.
- Setting Objectives and Analysing Metrics: Set clear objectives for the Call Centre team in alignment with departmental and organisational goals. Regularly analyse Call Centre metrics such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement and track progress towards objectives.
- Ensuring Team Meets Goals: Implement strategies to ensure that the Call Centre team consistently meets or exceeds performance goals. This may involve optimising workflows, providing additional training or resources, and fostering a culture of accountability and teamwork.
- Providing Reliable and Efficient Support: Ensure that the Call Centre team provides reliable, efficient support for customers and branch operations. Implement processes and systems to streamline workflows, minimise wait times and maximise productivity without compromising service quality.
- Stakeholder Communication: Liaising with internal stakeholders such as branch managers, department heads, and senior management to understand their needs and priorities. Collaborating cross-functionally to address customer issues, implement solutions, and drive continuous improvement.
- Compliance and Risk Management: Ensuring that Call Centre operations comply with relevant financial regulations, policies, and procedures. Identifying and mitigating potential risks and vulnerabilities to protect the organisation and its customers.

**Qualification / Skills / Knowledge Required**
- Bachelor’s degree in business administration or related field
- Minimum 5 years management experience, within a customer service Call centre environment
- Experience in the banking or financial services industry
- 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.

**Job Types**: Full-time, Permanent

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

Application Question(s):

- How many years of experience do you have in Management?
- How many years experience do you have in the financial Services industry
- Do you have knowledge of Financial regulatory compliance?

Application Deadline: 2024/05/15

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