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Call Centre Team Leader

2 weeks ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:

- Responsible for a combination of sales and customer service. including cross-selling to clients as well as nurturing the client relationship**experience and qualifications**:

- Minimum Qualification: Diploma or Degree.
- Experience : 3 - 4 years related experience.
- Person must not be an unrehabilitated insolvent.**additional requirements**:
**responsibilities**:

- Drive significant growth and profitability in the context of cost management.
- Manage costs / expenses within approved budget to achieve cost efficiencies.
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
- Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
- Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements.
- Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
- Ensure efficiency of service productivity and performance in Call Centre.
- Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios.
- Improve customer satisfaction, experience, and insight through call analysis.
- Report on required Call Centre activities and deliveries to improve business results
- Manage own development to increase own competencies.
- Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.