Bank Windhoek is recruiting a Customer Service Centre Team Leader: Inbound, to be based in Windhoek, Namibia.
Description
- Manages a group of Customer Contact Agents effectively, trains them to ensure customer service and service standards are adhered to
Duties
- Performance Tasks:
- Overseeing the performance of a team of CSC agents and provide leadership, coaching and support to the team
- Managing shift schedules, training staff, allocating duties, and handling problems or queries that require a higher level of authority
- Reviewing employee performance, and report progress to the call or CSC Manager
- Perform shift work, including weekends, public holidays, and evenings
- Host one-on-one discussions and create great place to work’
- Manage applicable shifts in the department, ensuring the Customer Contact Centre is always manned properly
- Escalate any appropriate problems to senior management and Risk management
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Monitoring and Consistent skilling and upskill of CSC agents
- Closely managing queues to ensure low Abandonment rates
- Execution of Customer Strategy and Delivering operational excellence
- Conduct training needs within the department
Requisites
- Experience Required:
- Minimum 3 years general banking/sales and service experience
- Experience of Contact Centre or any other related qualification is an advantage
- Qualification:
- Diploma in Business Administration, Banking, Commerce or related
Notes
- Only shortlisted applicants will be contacted