Customer Contact Centre: Team Leader

Primary Purpose

Responsible for charge of training, managing staff quality assurance to handle customer service team issues. Obligated to oversea teams within the environment with specialised skills of fraud, telephone, outbound and inbound and system related functionalities. Creating, and setting targets and goals for improvement. Maintaining the Business-related staff morale and motivation within the service level agreement.

TECHNICAL COMPETENCY REQUIREMENT

• Monitor, tracking and communicating agent feedback with internal and external clients
• Minimize financial fraud losses by ensuring prompt action is taken on visa and transactional alerts
• Providing timeous feedback on
• Attend applicable stakeholder meetings and raising environment concerns
• Ensure all agents complete all Bank related trainings within the deadlines
• Engaging with clients and resolving conflict
• Constantly reviewing and implementing existing and new process and procedures
• Quality assurance and filing monthly reports
• Ensuring all transactions are monitored, processed and cleared with the Bank instructed SLA.
  
  

Required Minimum Education And Training

• Proven experience as a call centre supervision of the entire environment or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer metrics and monthly management
• Proficient in MS Office, and call centre equipment | software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with problem solving ability
• Positive and patient individual to deal with internal and external clients
• Certified Call Centre Management qualification or equivalent qualification preferable
  
  

Required Minimum Work Experience

• High school qualification
• Experience with coaching, training and motivating employees is required
• 2-5 years supervisory experience within the financial sector
• RE5 Qualification (optional)
  
  

KEY PERFORMANCE AREA (KPA)

FINANCIAL MANAGEMENT

• Identifying potential new clients and working with them to build up a relationship
• Establish and grow sales through networking functions, referrals for other customers or from within corporate sales
• Travel forex notes, MC world currency card, vehicle finance to private clients
• Facilitate cross selling within private banking product suite
• Additional revenue streams e.g. Tax Clearance applications, Emigration charges
• Stay informed of market conditions and do research to determine good opportunities to meet private banking revenue goals
  
  

CUSTOMER CENTRICITY

• Full spectrum (one stop shop) of customers service covering all Bank products
• Exceptional client service
• Address poor performance related issues
• Provide solutions to issues as required
• Facilitate relationship between the teams to support efficient overall service
• Listen to customer voice notes from the applicable systems and engage with clients who may not be satisfied
  
  

OPERTIONAL EXCELLENCE

• Daily hurdle sessions with the teams
• Monitor adherence of schedule
• Ensure that interdepartmental processes and relationships are efficient and effective to deliver customer service
• Relationship management between departments, more solution based
  
  

PEOPLE LEADERSHIP AND STAKEHOLDER MANAGEMENT

• Plan and communicate lunch and tea breaks for all shifts
• All agents complete training Review the client files regularly to ensure that FICA is up to date and saved on client management systems on the CRM system | Share drive| OnBase | EVO.
• Coaching sessions and regular one on one
  
  

REPORTING AND DATA MANAGEMENT

• Daily, weekly and monthly reporting to both internal stakeholders.
• Monitoring all inboxes, exception ques; making sure all applications work for all products
• Escalating system related and making agents aware of system related issues
  
  

LEARNING AND GROWTH

• Driving own career development and preparing PDP
  
  

This position is advertised in line with our commitment to Employment Equity.