Call Centre Manager

3 weeks ago


Johannesburg, Gauteng, South Africa Nedbank Full time
Job Requisition and Talent Acquisition Specialist contact

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:

  1. Measure quality and productivity of call centre agents to ensure they meet stakeholder and client requirements.
  2. Maintain relationships with clients and stakeholders by living the Nedbank values.
  3. Recruit, retain, and train call centre agents to meet transformational targets.
  4. Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
  5. Address issues raised in culture surveys to improve results.
  6. Create a client service culture through various required interventions.
  7. Support and encourage staff to participate and support corporate responsibility initiative.
  8. Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
  9. Encourage team to generate innovative ideas and share knowledge.
  10. Follow-up on work activities to ensure business processes are followed and client requirements are met.
  11. Listen to calls to ensure call centre agents comply to business rules and processes in compliance with legislation.
  12. Manage queues to ensure service level agreements are met and client expectations are managed effectively.
  13. Resolve issues by making decisions within mandate that meet business requirements and client needs.
  14. Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents.
  15. Implement corrective action to address performance gaps.
  16. Listen to calls to ensure quality conversations are conducted by call centre agents.
  17. Adhere to budget by managing and minimising day to day costs.
  18. Manage performance of staff by implementing performance agreements and providing regular feedback.
  19. Mentor and coach staff on identified performance gaps.
  20. Motivate staff to perform and contribute to the success of the business.
  21. Stay abreast in field of expertise by building capability of self and staff.
  22. Contribute to team effectiveness by following the recruitment process and maintaining a capable high performing team.
  23. 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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