About the position
As the Call Centre Manager for the Credit and Transactional Banking Department, your role is multifaceted and crucial for ensuring smooth operations and excellent customer service
- Customer and Branch Support: Respond promptly and professionally to customer inquiries and concerns via phone, email, and chat channels. Ensure that all interactions are handled with care and efficiency to maintain high levels of customer satisfaction.
- Training, and Motivating Team Members (29 staff): Recruit, train, and prepare Call Centre team members to deliver excellent customer service. Provide ongoing coaching, support, and motivation to ensure that team members are equipped with the necessary skills and knowledge to excel in their roles.
- Setting Objectives and Analysing Metrics: Set clear objectives for the Call Centre team in alignment with departmental and organisational goals. Regularly analyse Call Centre metrics such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement and track progress towards objectives.
- Ensuring Team Meets Goals: Implement strategies to ensure that the Call Centre team consistently meets or exceeds performance goals. This may involve optimising workflows, providing additional training or resources, and fostering a culture of accountability and teamwork.
- Providing Reliable and Efficient Support: Ensure that the Call Centre team provides reliable, efficient support for customers and branch operations. Implement processes and systems to streamline workflows, minimise wait times and maximise productivity without compromising service quality.
- Stakeholder Communication: Liaising with internal stakeholders such as branch managers, department heads, and senior management to understand their needs and priorities. Collaborating cross-functionally to address customer issues, implement solutions, and drive continuous improvement.
- Compliance and Risk Management: Ensuring that Call Centre operations comply with relevant financial regulations, policies, and procedures. Identifying and mitigating potential risks and vulnerabilities to protect the organisation and its customers.
Qualification / Skills / Knowledge Required
- Bachelor's degree in business administration or related field
- Minimum 5 years management experience, within a customer service Call centre environment
- Experience in the banking or financial services industry
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
- Demonstrated leadership abilities, with a track record of motivating teams to achieve targets and deliver exceptional results.
- Analytical mindset with the ability to interpret data, identify trends, and make informed decisions.
- Proficiency in Microsoft Office Suite and call center software applications.
- Knowledge of Financial regulatory compliance requirements.
Desired Skills:
- Call center management
- Contact Center Management
- financial services
