Team Leader - Johannesburg, South Africa - Nedbank

Nedbank Johannesburg, South Africa

1 week ago

Description

Requisition & Talent Acquisition Consultant Details

REQ Twanette Coetser

Closing Date - 10 May 2024

Cluster & Location

Total Business Banking and Retail - Nedbank Contact Centre

Newtown Junction, Johannesburg

Career Stream

Sales

Leadership Pipeline

Manage Others

Team Leader

Job Purpose

To manage and lead staff in a branch to meet service and sales objectives whilst ensuring compliance to processes and procedures to prevent risk and ensuring alignment to the Financial and service objectives of the Business Unit.

Job Responsibilities

Supervise and lead a team of call center agents to meet performance targets.
Monitor call center processes to enhance customer satisfaction and efficiency.
Provide coaching and training to team members to improve their skills and performance.
Set targets for all other call center agents to meet.
Schedule and organize shift patterns for other team members to ensure customers are never left unattended to.
Understand all organization's products, services, procedures, and guidelines.
Communicate the same to all team members.
Prepare forecasts and budgets for the call center.
Monitor all calls to ensure due procedures and quality standards are strictly adhered to.
Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
Conduct regular reviews of all call center agents' performance.
Organize training sessions for underperformers.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry.
Ensure adherence to industry standards.
Keep clients happy and satisfied by providing prompt responses and solutions to their challenges.
Ensure a safe and harmonious working environment for all team members.
Delegate duties to all team members.

Minimum Experience Level

Min 1 year experience in People Management / Supervisory / 2IC role would be an advantage
Min 2 years' Nedbank Contact Centre experience essential

Requirements

NQF Level 5 or Higher in a Financial or Banking related field essential
Matric / Grade 12 / National Senior Certificate
FAIS certification/ registration

Technical / Professional Knowledge

Accounting principles
Banking procedures
Business writing
Change management
Coaching principles
Competitor analysis
Consumer behaviour
Governance, Risk and Controls
Microsoft Office
Nedbank policies and procedures
Nedbank systems
Nedbank vision and strategy
Operations planning
Performance management
Principles of project management
Recruitment and selection
Sales data analysis
Selling techniques
Nedbank culture
Nedbank products
Business analysis
Customer service principles
Human Resources systems knowledge

Behavioural Competencies

Coaching
Customer Focus
Driving for Results
Making Sales Operations Decisions
Creating a Service Reputation
Creating a Culture of Trust
Driving Successful Customer Engagements
Adaptability

Please contact the Nedbank Recruiting Team at

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