Contact Centre Manager: VIP Desk Cape Town or Gauteng - Johannesburg - Nedbank

Description

Contact Centre Manager: VIP Desk Cape Town or Gauteng

Job Summary

The Contact Centre Manager will oversee the smooth operation of the Nedbank Contact Centre, ensuring high-quality service, client retention, and sales while maintaining stakeholder relationships in line with Nedbank's client service strategy.

Job Responsibilities

• Drive direct costs and budgets by managing headcount and agents' productivity.
• Manage service level agreements on multiple channels through multimedia platforms.
• Identify cross-sell opportunities during all client interactions.
• Ensure all sales and retention campaigns are actioned as per the Service Level Agreement.
• Monitor and manage average handle time, abandonment rate, transferred and repeat calls through Call Management System (CMS) reports and Management Information System (MIS) reporting.
• Drive efficiency and profitability by ensuring projects' targeted cost savings are materialised.
• Manage all queues within Service Level Agreement by monitoring escalations from the Outbound & Inbound Desk Team.
• Monitor and manage interactive-time and productivity-time targets through daily reports.
• Minimise financial loss by ensuring process gaps are closed, training is conducted, and corrective action/s are taken when necessary.
• Drive quality standards to ensure excellent client service experience by monitoring call quality scores and Client Experience Measure (CEM).
• Achieve business outputs through engagement with stakeholders and set targets for delivery.
• Review monthly business performance and deliver on expectations.
• Ensure accurate MIS reports on sales, service, and retention figures by checking monthly packs prepared by our Management Information Specialists.
• Maintain open communication channels by fostering close relationships with stakeholders.
• Liaise with Workforce and Facilities management on operational issues related to the Desk.
• Manage complaints and escalations within service level agreements to ensure client satisfaction.
• Manage business risk by ensuring staff are trained and competent on all products and processes in line with job requirements and relevant ACTS.
• Comply with FSCA regulations for FAIS related roles.
• Conduct regular audits to ensure correct processes are followed by conducting call listening.
• Ensure completion of monthly proficiency tests with a pass rate of 80% and take necessary corrective action to close the training gap.
• Complete compliance tests on time.
• Adhere to compliance and risk requirements by conducting audits.
• Monitor attendance to prevent non-adherence to work plans.
• Accurately complete management control checklist in line with set standard procedures.
• Maintain up-to-date disaster recovery and business continuity plans, testing them regularly, communicating them effectively, and implementing them promptly.
• Adhere to Nedbank Policies and Procedures.
• Implement performance agreements, provide regular feedback, recognise and reward achievements, and take corrective action where required to manage staff performance.
• Develop a capable high-performing team and maintain an environment for optimal performance by identifying talent pool through career conversations, utilising talent grid principles, and developing talent retention programmes.
• Sustain operational excellence by supporting the implementation of business optimisation improvements through team engagement.
• Foster innovation and knowledge sharing within the team.

Requirements

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Diploma

Preferred Qualification

Relevant Contact Centre or Banking Qualification

Essential Certifications

• FAIS related accreditation/qualification or to work under supervision

Minimum Experience Level

3 years call centre experience; 5 years management experience; applicable compliance/legislative requirement e.g., FAIS and Key Individual experience

Technical / Professional Knowledge

• Relevant regulatory knowledge
• Governance, Risk and Controls
• Change management
• Principles of project management
• Management information and reporting principles, tools, and mechanisms
• Communication Strategies
• Client service principles
• Employee training/development
• Decision Making
• Customer Focus
• Delegation and Empowerment
• Execution
• Building Talent
• Creating a Culture of Trust