Customer Service Centre Team Leader: Inbound (GL7) - Customer Contact Centre
Listing reference: capbw_001184
Listing status: Closed
Apply by: 17 November 2023
Position summary
Industry: Banking
Job category: Other: Banking, Finance, Insurance, Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: TBD
EE position: No
Introduction
Manages a group of Customer Contact Agents effectively, trains them to ensure customer service and service standards are adhered to
Job description
Performance Tasks
- Overseeing the performance of a team of CSC agents and provide leadership, coaching and support to the team.
- Managing shift schedules, training staff, allocating duties, and handling problems or queries that require a higher level of authority
- Reviewing employee performance, and report progress to the call or CSC Manager.
- Perform shift work, including weekends, public holidays, and evenings.
- Host one-on-one discussions and create great place to work’
- Manage applicable shifts in the department, ensuring the Customer Contact Centre is always manned properly.
- Escalate any appropriate problems to senior management and Risk management
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Monitoring and Consistent skilling and upskill of CSC agents
- Closely managing queues to ensure low Abandonment rates
- Execution of Customer Strategy and Delivering operational excellence.
- Conduct training needs within the department.
Minimum requirements
Experience required
Minimum 3 years general banking/sales and service experience.
Experience of Contact Centre or any other related qualification is an advantage.
Qualification
Diploma in Business Administration, Banking, Commerce or related.
