Call Centre Manager
4 days ago
**Purpose**:
To define and drive the execution of the Sales and Service Strategy in the Investments and Transactional Banking Call Centre, achieving profitability targets.
To supervise and energise a team of Inbound and Outbound Call Centre Supervisors, in order for the Call Centre to function effectively and profitability.
**Minimum Requirements**:
- BCom degree, with minimum 120 FAIS Credit.
- RE5 & RE1.
- 5 years Sales/Telesales experience, with at least 2 years in a leadership role.
- Knowledge of Process: Telesales process, Financial Services - Credit Products, Risk Management process, Planning and Organising, HR Management processes, Business Process design and Reengineering (process literate), Business understanding of ITC technology.
- Knowledge of Industry: Understanding of loan products features and benefits, Compliance rules and regulations.
- Knowledge and understanding of systems and workflow processes: (E.g. Exactus, Tallyman, CIC, Telephony, CMS Reporting, NICE) (General call centre systems (IVR, chat, call tracking, queue management, workflow).
- People management experience is a must have.
**Key Performance Areas**:
- Sales Strategy developed and implemented (management of performance of sales to target)
- Call Centre Profitability
- Risk Management
- Customer Service
- Reporting and administration
- Staff and Talent Management
- Learning and Growth
**Job Types**: Full-time, Permanent
**Salary**: R600,000.00 - R900,000.00 per year
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