Fleet Managed Maintenance Contact Centre Team Leader

Job Description To supervise a team to resolve queries and complete administration duties. To ensure the team reaches required targets by monitoring individual performance on a constant basis and coaches the team to give continuous real-time support in terms of query resolution Job Responsibilities

• Manages and reports on cost usage that reflects delivery of planned work within agreed parameters
• Promotes diversity within the team
• Manages productivity standards, the abandoned call rate, overall call quality and service level of the team
• Provides an advisory service and consults with business in order to recommend controls and processes to ensure legislative compliance
• To support the Fleet Maintenance Manager as and when required.
• To coordinate, plan and deliver daily team tasks through the execution of pre-defined objectives as per agreed standard operating procedures
• Promotes teamwork amongst peers and team members
• Participates in planned activities that are appropriate for own and staff development
• Manages people performance in the area of responsibility
• Manages the business processes for area of responsibility
• Ensures continuous process improvement to enable effective operational processes
• Ensures an efficient level of administration and query resolution
• Creates appropriate solutions to meet customer demands
• Ensure process adherence of the teams within their respective workflows.
• Build strong internal and external stakeholder relations.
• Lead a team of both technical and administrative staff.
• Manage the reputational risk of the bank.
• Perform daily resource planning to meet agreed service level agreements (SLA’s).

Additional Requirements:

• Knowledgeable on all aspects of the Fleet products, processes and systems.
• Ability to work effectively with clients and merchants.
• Auto technician
• Motor mechanics
• Managing teams
• Client services
• Minimum: Certificate in Mechanical Engineering or Equivalent (NQF 5)
• Preferred: Diploma in Mechanical Engineering

Job Details Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below 15/06/25 All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.