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Team Leader: Service Centre

Nedbank • Other • Johannesburg, Gauteng, South Africa • $300 - $400 / year • 2d ago

Job Requisition and Talent Acquisition Specialist contact

REQ: 136725

Job Family

Sales And Services

Call Centre (Service)

Manage Others

FAIS Affected

Job Purpose

To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.

Job Responsibilities

Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
Maintain relationships with clients and stakeholders by living the Nedbank values.
Ensure transformational targets are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list.
Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank culture building initiatives.
Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
Create a client service culture through various required interventions.
Support and encourage staff to participate and support corporate responsibility initiatives.
Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
Encourage the team to generate innovative ideas and share knowledge.
Follow up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
Listen to calls to ensure that call centre agents comply with business rules and processes in compliance with legislation.
Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
Resolve issues by making decisions within mandate that meet business requirements and client needs.
Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying and implementing corrective action.
Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
Adhere to budget by managing and minimising day to day costs e.g. overtime, stationery, telephone.
Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and taking appropriate corrective action where required.
Mentor and coach staff on identified performance gaps by discussing these performance gaps and agreeing on appropriate action to be taken.
Motivate staff to perform and contribute to the success of the business by creating an environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
Stay abreast in the field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
Contribute to team effectiveness by following the recruitment process when recruiting talent.
Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes.
Manage the onboarding process of new employees by ensuring execution of preparations according to the onboarding checklist.