Senior Manager: Customer Contact Centre

2 weeks ago


Johannesburg, Gauteng, South Africa Bidvest Bank Full time
Job Title: Senior Manager: Customer Contact Centre

The Senior Manager: Customer Contact Centre will be responsible for leading the Customer Contact Centre team to deliver exceptional customer experiences through efficient and effective service delivery. The incumbent will implement strategies to drive sales, improve customer retention, and reduce dormancy.

Key Responsibilities:
  • Manage and motivate the Customer Contact Centre team to achieve sales targets and customer satisfaction goals.
  • Develop and implement processes to improve customer experience, reduce wait times, and increase first-call resolution rates.
  • Collaborate with cross-functional teams to drive sales, improve customer retention, and reduce dormancy.
  • Monitor and analyze customer feedback to identify areas for improvement and implement changes to enhance customer satisfaction.
  • Ensure compliance with regulatory requirements and industry standards.
Requirements:
  • BA Degree (NQF Level 6) or equivalent.
  • RE 1 certification.
  • 5-8 years' experience in a similar role.
  • 3-5 years' experience in a management role.
  • Strong leadership and communication skills.
  • Ability to analyze data and make informed decisions.
  • Knowledge of contact centre systems and processes.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.


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