Job Advert Summary
The Customer Service Manager will oversee the daily operations of the bank call centre, ensuring that the team meets its performance targets and goals while providing professional customer service. The role involves managing a team of bank customer service agents, monitoring performance metrics, developing strategies to improve efficiencies and timely customer service levels, whilst ensuring compliance with company policies and procedures.
Minimum Requirements
Grade 12/Matric
Degree/Diploma in Business Admin or Customer service related field
Min 2 years working experience in call centre management
Proficient in customer service tools and systems
CRM software knowledge (advantageous)
Strong leadership skills and team management
Duties and Responsibilities
Team Management:
Hiring, onboarding and training of Customer Service Consultants.
Lead, coach, and motivate a team of service consultants to deliver high-quality customer service.
Conduct regular performance reviews, provide feedback, and create development plans to improve customer service consultants' skills and productivity.
Operations Management:
Oversee daily customer service centre operations, including call routing (incoming and outgoing calls), consultant rostering, and real-time monitoring of performance metrics and making the necessary adjustment to ensure KPIs are met.
Develop and implement processes and procedures to improve call centre efficiency and customer experience. This includes but is not limited to ticket management, inbound and outbound calls.
Analyse call centre data and metrics to identify trends, areas for improvement, and opportunities to enhance performance.
Handle escalated customer issues and complaints, ensuring timely and effective resolution.
Quality Assurance:
Establish and monitor key performance indicators (KPIs) to ensure consistent service delivery.
Implement quality assurance programs, including call monitoring, feedback sessions, and customer satisfaction/feedback.
Ensure compliance with industry regulations, company policies, and best practices.
Analysis and Reporting
Analyse data and trendsand provide weekly and monthly reporting on customer service centre performance to senior management in conjunction with recommendations for improvement.
Training and Development:
Design and deliver training programs to enhance consultants' skills, product knowledge, and customer service techniques.
Stay updated on industry trends and best practices to continuously improve the customer service centre operations.
Foster a positive work environment that encourages teamwork, innovation, and continuous learning, adopting Hello Group values.
Special Tasks and Projects
Assist with Outbound Campaigns and Special projects
Assist with Ad hoc request reasonable and within your scope of work
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