Job Title : Contact Centre Manager Financial Wellness
Sector Title : Banking/Finance
Area : Randburg
APPLY FOR THIS JOB
Our client a prominent contact centre is looking for an experienced Contact Centre Manager to lead a team of 15 to 20 agents ensuring high standards in customer service operational efficiency and financial coaching The Contact Centre Manager will oversee key metrics foster relationships with 16 partners and drive lead management strategies The ideal candidate will have a background in call centre management quality control and training with a focus on customer service and financial services
Key Responsibilities
Campaign SLA and Lead Management &ndash Dialling Direction Objectives Scripting Training Measurement & Analysis
Management of Channel Partner Leads and Campaigns
Achieving 3040 percent of Retainer Case Management
Call Centre Operations Effectiveness
Quality Control &ndashincluding listening to calls to ensure processes & quality of engagement are adhered to and improved in the business
Providing guidance coaching and mentoring your team
Implementing and achieving set team performance goals
Employee performance evaluations
Improvement in Process Flows Process Mapping & Implementation
Ensuring the team adheres to company policies and procedures
Collaboration with various teams leaders & management to drive organisational success
Customer Success Management
Assisting team to achieve KPI and Lead/ Sales targets
Requirements
5 to 10 years of experience in call centre management customer service or a related role preferably with a background in quality control and lead management
Demonstrated experience in financial services debt collection or insurance with a focus on customer financial wellness
Indepth understanding of stats and metrics relevant to call centre operations with a strong command of quality control procedures
Proven leadership and coaching abilities with experience in team management training and professional development
Proficiency in Excel and other spreadsheet tools for data management and reporting
Exceptional communication skills both verbal and written with the ability to build and sustain professional relationships with key partners
Strong attention to detail and commitment to following established processes and procedures
Remuneration Market related
Please forward your updated resume in MS Word with your application to careers@quantumrecruitmentcoza
Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful