Call Centre Manager

2 weeks ago

Somerset West, South Africa Finbond Mutual Bank Full time

Overview: Finbond Mutual Bank is seeking a dynamic and experienced Call Center Manager to oversee our call center operations based in Somerset West, Cape Town. The call center serves as a control center for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs. We are looking for a results-driven individual who can effectively lead a team, optimize processes, and ensure exceptional customer service delivery.

Key Responsibilities:
1. Leadership: Provide strong leadership and direction to the call center team, fostering a culture of accountability, collaboration, and continuous improvement.

2. Operations Management: Oversee all aspects of call center operations, including call volume management, workforce planning, scheduling, and performance monitoring.

3. Customer Service Excellence: Ensure that all customer interactions are handled professionally and efficiently, maintaining high standards of service quality and customer satisfaction.

4. Process Optimization: Identify opportunities to streamline processes and enhance operational efficiency within the call center, implementing best practices and innovative solutions as needed.

5. Staff Development: Coach, mentor, and develop team members, providing regular feedback, training, and support to enable their professional growth and success.

6. Performance Management: Establish performance metrics and targets for the call center team, monitoring performance closely and taking corrective action as necessary to achieve goals.

7. Compliance and Quality Assurance: Ensure compliance with all relevant banking regulations and internal policies, conducting regular quality assurance checks to maintain adherence to standards.

8. Reporting and Analysis: Generate reports and analyze data to track key performance indicators, identify trends, and make data-driven decisions to improve call center performance.

9. Stakeholder Management: Collaborate closely with other departments within the bank, as well as external partners, to ensure seamless coordination and alignment of goals and objectives.

**Qualifications**:
Bachelor's degree in Business Administration, Management, or a related field (preferred).

**Experience**:

- Proven experience in call center management, with a minimum of 5 years in a leadership role.
- Experience in the banking or financial services industry is highly desirable.

**Knowledge and Skills**:

- Strong understanding of call center operations, technologies, and best practices.
- 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.

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