Call Centre Manager - Johannesburg, South Africa - FirstRand

FirstRand

Verified Company

Johannesburg, South Africa

6 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

Manage activities ensuring levels are maintained, training is provided and that company standards are met. Planning, organisation and control of staff.

experience and qualifications:

Degree or Diploma
34 years related
additional requirements:

responsibilities:

Drive significant growth and profitability in the context of cost management
Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency
Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
Cultivate and manage objective working relationships with a variety of stakeholders, including endusers, 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
Maximise cross sell opportunities and strengthen client relationships
Prepare business communication that is of a professional standard
Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
Develop and implement a comprehensive service strategy and plan to deliver on customer needs/ expectations
Comply with governance in terms of legislative and audit requirements
Ensure efficiency of service productivity and performance in Call Centre
Coordinate and facilitate all approved strategic projects
Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes
Develop a deep understanding of the technical trends, market, competition and trends in the market. Research and identify new entrants in the relevant industries (mobile, payments, finance etc). Assess opportunities and threats from these entrants
Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
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