Job Description
Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.
Are you someone who is:
Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.
You will be a match if you able to:
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
Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
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
Minimum Requirements:
Diploma or equivalent accredited qualification
NQF Level 5 FAIS Qualification
4 - 5 years' experience in Client Services / Call Centre environment, with exposure to team leadership
End Date: March 11, 2026