Team Leader Customer Care


Nedbank is recruiting a Team Leader Customer Care, in Windhoek, Namibia.
  • 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
  • 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
  • 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
  • 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
This vacancy is no longer accepting applications


  • Entity Nedbank
  • Location
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  • Published 17.05.2023
  • Expires 19.05.2023
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