Call Centre Team Lead — Growth & Service Excellence

FirstRand Bank Limited; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Networking opportunities

Challenging work environment

Innovation opportunities

Job summary

FirstRand Bank Limited, through DirectAxis, is seeking a Team Leader for our call centre to guide a team of agents toward performance targets while delivering outstanding customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships.

You will mentor staff, monitor KPIs, manage budgets within approved limits, and collaborate with stakeholders to improve service quality and campaign performance.

Qualifications

• 4 to 5 years' experience in a Client Services and/or Call Centre environment, including exposure to team leadership and people management.
• NQF Level 6 qualification required.
• FAIS-recognised qualification required.
• At least 12 months' experience operating under FAIS Categories 1.1 and 1.22 (essential).

Responsibilities

• Lead a team of agents to meet performance targets while ensuring exceptional customer satisfaction.
• Drive significant growth and profitability within the context of cost management.
• Manage costs/expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service through proactive, innovative solutions.
• Cultivate stakeholder relationships with end-users, project managers and senior staff.
• Monitor and resolve customer complaints and escalations.
• Maintain expert knowledge on products, pricing and processing timelines.
• Improve campaign performance in terms of target market, data quality and offer relevance.
• Sell appropriate banking products to achieve team sales targets.
• Provide efficient administration through planning, reporting and data updates.

Skills

Team leadership

People management

Sales & customer service

Communication skills

Education

NQF Level 6 qualification

FAIS-recognised qualification

Job description

FirstRand Bank Limited, through DirectAxis, is seeking a Team Leader for our call centre to guide a team of agents toward performance targets while delivering outstanding customer satisfaction. The role blends sales and service, including cross-selling and nurturing client relationships.

You will mentor staff, monitor KPIs, manage budgets within approved limits, and collaborate with stakeholders to improve service quality and campaign performance.