KEY PERFORMACE AREAS (KPA’S)
•    Work closely with the team, motivating and coaching them
•    Running root-cause analysis to identify knowledge gaps and arrange training Ensure training and development plans are maintained for all team members
•    To ensure staff is trained appropriately to sell the bank’s products.
•    Monitoring and assessing agent performance against a set of criteria
•    Implementing agent training and coaching initiatives on a regular basis
•    Hosting feedback sessions and team meetings, giving feedback to agents on their progress and how they can improve
•    Designing evaluation programmes for agents
•    Keeping abreast with business developments and new product lines for training purposes
•    Identifying and helping to implement tools that will improve agent performance
•    Exceed performance targets around Customer Satisfaction and team productivity.
•    Proactively manage customer issues (compliments and complaints) and act as an escalation point.
•    Responsible for the management of client relationships by ensuring that clients are handled in a professional manner.
•    Responsible for the execution of the service plan for the unit. 
•    Responsible for effective and efficient service administration.
•    Assist Retail with sales campaigns and reaching potential targets.
•    Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
•    Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Administration 
•    Collect and compile statistical quality data for performance discussions 
•    Communicate outcomes of quality activities
•    Observing call centre trends and report back to management
•    To prepare monthly reports for management on where the contact centre has improved and where it could improve further as well as operations in the contact centre
•    Prepares and analyses internal and external quality reports for management staff review.
•    Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
•    Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
•    Work with the management team to identify and deliver positive change and business efficiencies
•    Deliver the allocated part of the operation within agreed budgets, service levels and business targets
•    Providing customer feedback and internal compliance feedback to management
•    Ensuring that data analysis and reports are accurate, and feedback provided timeously. 

Qualifications

• Grade 12

• Postgraduate in Business Administration or Banking.

 

• 4-8 general banking/sales and service experience. 

• Intermediate to advanced level of computer literacy 

• Experience of Contact Centre or any other related qualification is an advantage.