Team Leader Customer Care

Description

• To provide professional and efficient customer services in order to optimize client experience for Nedbank clients and ensure continued relationships are created and maintained
• Attend to high priority or complicated queries, requests and or complaints
• Manage agent efficiency, productivity and quality

Duties

• Monitor requests and calls logged on CRM system received through various channels to ensure SLA’s are met
• Handling onboarding, training, upskilling, recognition and disciplinary action of staff in direct line of report
• Assist and guide staff in drafting their GCCs and conducting GCC discussions as per standard processes
• Ensure call tracking are accurately logged by monitoring QA reports and drive results with training plan
• Ensure Acceptable response times are reached and maintained on all Social Media Platforms
• Set Annual team targets and ensuring targets are reached through various initiatives
• Overseeing of agents and resolve requests/ queries/ complaints timeously
• Compile/Review agent stats – Daily and monthly (Call and Query)
• Knowledge to drive agent efficiency and productivity
• Draft and implement departmental service strategy
• Assist with various departmental sales initiatives
• Contribute positively towards team dynamics
• Relieve CCC Manager when required

Requisites

• Essential Qualifications - NQF Level:
• Matric / Grade 12 / National Senior Certificate
• Preferred Qualification:
• Certificate: Call Centre , Diploma: Call Centre
• Minimum Experience Level:
• Minimum of 5 (five) years of experience in the banking industry, of which 2 years must be in a Call Centre
• Sound knowledge of the PIP process, Disciplinary Policy and other Nedbank policies
• Previous experience of managing others will be an added advantage
• Computer literate (MS Word, MS Excel, MS Powerpoint)
• Applicant will be required to work on Saturdays
• CX/Service Training will be an added advantage
• Sound knowledge of the Code of Conduct
• Technical / Professional Knowledge:
• Business administration and management
• Business terms and definitions
• Client service management
• Communication Strategies
• Governance, Risk and Controls
• Principles of project management
• Relevant Nedbank product knowledge
• Relevant regulatory knowledge
• Service level agreements
• Business writing skills
• Behavioural Competencies:
• Earning Trust
• Coaching
• Customer Focus
• Decision Making
• Facilitating Change
• Driving for Results
• Planning and Organizing
• Delegation and Empowerment

Notes

• Only shortlisted applicants will be contacted
• Preference will be given to candidates from the underrepresented groups
• Please contact the Nedbank Recruiting Team at + 264 61 295 2155 / +264 61 295 2948