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.