Purpose of the job:
The manager will be responsible for the performance of an Inbound Call Centre and ensure to render a sound service to all Postbank customers continuously, identifying, analysing and recommending initiatives to solve problems within the context of streamlining Postbank products and services.
Job Responsibilities:
Ensure that the Inbound Customer Service Consultants adheres to set customer service standards contained in sectional Business rules and Procedures
Ensure that trends regarding customer complaints are analysed and that preventative and remedial action is taken to prevent recurrence.
Establish and maintain quality relations with all parties in business initiatives to ensure customer satisfaction and retention.
Manage and ensure that service levels are kept above industry targets.
Manage and ensure that call abandonment rates are kept at a minimum rate.
Ensure that there is always sufficient capacity to manage Inbound Call Centre (ICC) operations and to avoid abandon calls.
Ensure that all required management and statistics reports are provided
Enforce sound processes and procedures to ensure service excellence
Benchmark and advise top management on procurement of IT systems that would enhance the ICC operations.
Manage cost of business improvements, understand IT changes and ensure sound investment decisions in ICC technology and other solutions
Ensure that Key Inbound Call Centre performance indicators and measurements are in place, and the ICC staff understand them.
Identify growth opportunities for employees, develop competent individuals, direct actions towards the realisation of growth and monitor growth results
Overall support and management of the ICC staff. Ensure business continuity of sections in the long run Maintain discipline.
Ability to support multiple projects and systems changes that affects
Postbank resources and processes, to provide results of an acceptable performance level within an acceptable quality standard Financial cost centre management and reporting
Ensure the efficient management and control of function / resources in accordance with the stipulations of the PFMA, fraud prevention and risk management principles, corporate governance, legislation, company policies, processes, industry related regulations (FAIS), et
Qualification and Experience:
Diploma in Commerce Related / Business Admin/Banking/Call Centre/ Marketing related
At least 5 years' experience in the Banking or Contact Service Operational environment
Knowledge and understanding of:
HR Practices and Labor legislation
ECT acts and legislation around electronic and voice communication
Understanding of Contact Centre technology / systems including CRM and
Telephony through previous experience
Legislation around the Financial Services
Industry (FICA, FAIS, Banking Act, Reserve Bank Act,
Sound business knowledge with at least 5 years Customer Services experience
Solid understanding of Customer Services
Customer Services best practices
Excellent implementation of transformation programs
Project management
Call centre management techniques
Call Centre Resource Planning and
Workforce Management
Customer Relationship Management techniques
Deadline:3rd July,2026