Job Description

To lead the call centre team of agents by monitoring and driving the delivery of targets and ensuring customer satisfaction. Responsible for a combination of sales and customer service including cross-selling to clients as well as nurturing the client relationship. Must be knowledgeable on all aspects of the company products, processes and systems. Expected to manage and coach the team with constant real-time support in terms of query resolution.Promotes diversity within the team and fosters a positive and productive work environment, motivating the team to achieve high standards of service recovery.Supervises and monitors key performance indicators (KPIs) related to contact centre team, such as customer satisfaction scores, leads, call handling times, abandon rates, SLA,  and call volumes.Drive significant growth and profitability in the context of cost managementManage costs / expenses within approved budget to achieve cost efficienciesDeliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutionsCultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff membersMonitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaintsMaintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targetsDrive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirementsContact prospective clients and sell appropriate banking products in order to achieve Team sales targetsProvision 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 requirementsEnsure efficiency of service productivity and performance in Call CentreAchieve agreed Call Control, Call Quality and Call Protocol assessment ratiosImprove customer satisfaction, experience, and insight through call analysis.Report on required Call Centre activities and deliveries to improve business resultsManage 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.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.

22/02/25

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.