Call Centre Manager
3 weeks ago
REQ: 136725
Role: Team: Service Centre X2
Job Family: Sales And Services
Career Stream: Call Centre (Service)
Leadership Pipeline: Manage Others
Job Purpose: To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.
Key Responsibilities:
- Measure quality and productivity of call centre agents to ensure they meet stakeholder and client requirements.
- Maintain relationships with clients and stakeholders by living the Nedbank values.
- Recruit, retain, and train call centre agents to meet transformational targets.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
- Address issues raised in culture surveys to improve results.
- Create a client service culture through various required interventions.
- Support and encourage staff to participate and support corporate responsibility initiative.
- Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
- Encourage team to generate innovative ideas and share knowledge.
- Follow-up on work activities to ensure business processes are followed and client requirements are met.
- Listen to calls to ensure call centre agents comply to business rules and processes in compliance with legislation.
- Manage queues to ensure service level agreements are met and client expectations are managed effectively.
- Resolve issues by making decisions within mandate that meet business requirements and client needs.
- Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents.
- Implement corrective action to address performance gaps.
- Listen to calls to ensure quality conversations are conducted by call centre agents.
- Adhere to budget by managing and minimising day to day costs.
- Manage performance of staff by implementing performance agreements and providing regular feedback.
- Mentor and coach staff on identified performance gaps.
- Motivate staff to perform and contribute to the success of the business.
- Stay abreast in field of expertise by building capability of self and staff.
- Contribute to team effectiveness by following the recruitment process and maintaining a capable high performing team.
- Manage the on boarding process of new employees.
Essential Qualifications - NQF Level:
- Matric / Grade 12 / National Senior Certificate
Preferred Qualification:
- Certificate: Call Centre
- Diploma: Call Centre
Minimum Experience Level:
- 2-3 yrs. banking experience
- Basic Accounting/financial knowledge
Technical / Professional Knowledge:
- Business administration and management
- Business terms and definitions
- Client service management
- Communication Strategies
- Governance, Risk and Controls
- Principles of project management
- Relevant Nedbank product knowledge
- Relevant regulatory knowledge
- Service level agreements
- Business writing skills
Behavioural Competencies:
- Earning Trust
- Coaching
- Customer Focus
- Decision Making
- Facilitating Change
- Driving for Results
- Planning and Organizing
- Delegation and Empowerment
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