Job Description
Drive growth and profitability by managing costs, fostering a service culture and innovation, and building strong stakeholder relationships. Oversee call centre operations, resolve customer complaints, and ensure compliance. Focus on reducing attrition and expanding the customer base through targeted outbound strategies.
- Oversee and manage daily call centre operations to meet client KPIs and client experience standards.
- Develop and implement strategies to enhance efficiency, productivity, and customer satisfaction.
- Lead, mentor, and manage a team of supervisors, team leaders, and agents to achieve operational excellence.
- Analyze performance metrics and generate reports to track progress and identify improvement areas.
- Collaborate with clients to understand their needs and provide tailored solutions to ensure satisfaction.
- Ensure compliance with the bank policies, procedures, and regulatory requirements.
- Manage resource planning, scheduling, and workforce optimization for peak efficiency.
- Foster a positive work environment that promotes professional growth, teamwork, and employee engagement.
- Handle escalations and resolve operational challenges promptly and effectively.
- Implement strategies aimed at reducing attrition rates and grow the customer base through targeted outbound campaigns and customer engagement activities.
- Develop initiatives to grow the customer base through targeted outbound campaigns and customer engagement activities.
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
Closing date: 21/02/25
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.