Description:
We are looking for a seasoned individual with strong leadership to supervise and lead a team of Customer Care agents to reach and maintain set standards.
Key Tasks
Maintain High Department Performance:
•Define and communicate customer service standards
•Oversee the achievement and maintenance of agreed customer service levels and standards
•Plan, prioritize and delegate work tasks
•Manage resources and tools for quality service delivery
•Review customer complaints and resolve any escalated queries
•Track customer complaint resolution
•Coordinate and manage customer Service projects and initiatives
•Develop and performance management staff
•Identify and address staff training and coaching needs
Develop and implement Customer Care strategies:
•Develop and implement customer service policies and procedures
•Direct the daily operations of the Customer Care team
•Analyse data to determine customer service output
•Identify and implement strategies to improve quality of service, productivity and profitability
•Liaise with management to support and implement growth strategies
Oversee Departmental Personnel Processes:
•Review and assess customer service contracts
•Understand and implement all roles within the department
•Establish staffing requirements
•Conduct interviews
Perform ad hoc Administrative Duties:
•Monitor accuracy of reports and data base information
•Meet departmental budget
•Compile and submit periodic reports
•Resolve mandate queries received from the bank
Requirements:
Essential Qualifications:
• Matric
• RE5
Essential Experience:
• Previous supervisory experience within a call centre
Desirable Experience
• Sales experience
• Familiarity with CRM systems
• Experience in meeting targets
Knowledge and Skills:
• Exceptional verbal and written Communication Skills
• Good listening skills.
• Time-Management
• Organizational skills
• Leadership skills.
• Problem solving skills
• Computer literate. (MS Word, MS Excel, MS Access, MS PowerPoint and MS Outlook)
• Delegating skills
• Negotiating skills
• Reporting skills
PLEASE NOTE: If you have not heard from us within 2 weeks of applying, please consider your application unsuccesfful.