Job title : Senior Call Centre Manager (Financial Services)
Job Location : Gauteng, Centurion
Deadline : January 02, 2025
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Minimum Requirements Minimum 7+ years of experience in a Call Centre management role, in the financial services industry. Relevant BCom Degree (Honours degree Preferred). Proven track record of managing a large Call Centre. Proven ability to lead, develop, and inspire a team in a high-pressure, customer-focused environment. Strong knowledge of Call Centre technology, including CRM systems. Proven Microsoft Suite and Excel Skills. Excellent communication, problem-solving, and conflict-resolution skills. Ability to analyse complex data, identify trends, and make informed decisions. In-depth knowledge of industry regulations, compliance standards, and best practices in financial services.
Duties and Responsibilities Team Management: Lead the hiring, onboarding, and training of Customer Service Consultants to maintain a high-performing team. Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service. Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members' skills and performance. Dealing with Employee related issues and with Disciplinary procedures.
Operations Management: Oversee all daily Call Centre operations, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met. Develop, implement, and continuously improve processes and procedures to enhance Call Centre efficiency, ticket management, and the customer experience. Analyse performance data to identify trends, and areas for improvement, and implement strategic adjustments to optimize operations. Address and resolve escalated customer issues and complaints promptly and professionally.
Quality Assurance: Establish and monitor key performance indicators (KPIs) to ensure high service standards. Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments. Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.
Analysis and Reporting: Conduct regular analysis of performance metrics, customer trends, and Call Centre data. Produce weekly and monthly reports for senior management, with actionable insights and recommendations for continuous improvement.
Training and Development: Design and deliver training programs to enhance product knowledge, customer service skills, and compliance awareness within the team. Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.
Special Tasks and Projects: Lead or support outbound campaigns and special projects. Manage ad hoc tasks relevant to the role and scope of customer service management.
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