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Call Centre Team Lead: VIP Service Expert

1 week ago

Johannesburg, Gauteng, South Africa Nedbank Full time
Job Summary

This is a challenging and rewarding opportunity for an experienced contact centre leader to join our Nedbank team as a VIP Service Director. As a key member of our leadership team, you will be responsible for managing high-performing call centre teams to deliver exceptional customer experiences.

You will drive direct costs and budgets by managing headcount and agents' productivity, ensuring service level agreements are met on multiple channels through multimedia platforms. Your focus will be on identifying cross-sell opportunities during client interactions and ensuring all sales and retention campaigns are actioned as per the SLA.

To succeed in this role, you will need to have a strong understanding of management information and reporting principles, tools, and mechanisms. You should be able to communicate effectively with stakeholders and manage complaints and escalations within service level agreements to ensure client satisfaction.

In addition, you will be responsible for ensuring accurate MIS reports on sales, service, and retention figures, and maintaining close relationships with stakeholders. You will also need to liaise with Workforce and Facilities management on operational issues related to the desk.

The ideal candidate will have 5 years management experience, applicable compliance/legislative requirement e.g. FAIS and Key Individual experience, and relevant regulatory knowledge. They should also have governance, risk and controls, change management, principles of project management, communication strategies, client service principles, employee training/development, decision making, customer focus, delegation and empowerment, execution, building talent, and creating a culture of trust.

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.