Co ordinator Financial Services

TFG Financial Services; Cape Town; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A leading financial services firm in Cape Town seeks a dynamic leader to manage and coach supervisors in their call centre. The role involves driving team productivity, managing compliance standards, and fostering a motivated workplace. Successful candidates will have 3-4 years of call centre leadership experience, strong analytical skills, and a commitment to continuous learning. This challenging position offers an opportunity to enhance management processes and ensure high-performance teams.

Qualifications

• 3-4 years of call centre leadership experience.
• Exceptional analytical and decision-making abilities.
• Proven experience in people management.

Responsibilities

• Manage monthly targets and KPIs to meet deliverables.
• Resolve escalated queries effectively and efficiently.
• Drive employee recognition and motivation.

Skills

Call centre leadership experience

Analytical ability

Decision-making ability

Strong numerical skills

Excellent business communication

People management

Time management

Problem solving

Education

Management related qualification

Job description

Position Description

A challenging position exists within the Financial Services Call Centre for a self‑motivated and assertive individual to lead, manage and coach a team of supervisors in a fast paced and dynamic working environment. This individual should be dynamic, pro‑active, and display exceptional operational leadership skills.

Responsibilities

• Manage monthly targets and KPI’s to meet agreed deliverables
• Maintain and enhance the portfolio compliance standards + legislative requirements
• Maintain adherence to agreed quality benchmarks
• Ensure all strategies are effectively implemented, monitored, and maintained
• Optimize people management to produce maximum productivity
• Identify gaps and opportunities for improvement
• Drive employee recognition and motivation
• Optimise the portfolio’s productivity as needed
• Manage relationships with relevant business stakeholders
• Enhance management reporting as a performance analysis tool
• Resolve all escalated queries effectively and efficiently
• Ensure people management processes are utilized as needed
• Deliver on all administrative tasks timeously and accurately

Qualifications

• Call centre leadership experience (3-4 years)
• A management related qualification [advantageous]
• To seriously commit to continuous learning (products and processes)
• 2 years’ experience managing team leaders
• Exceptional analytical and decision‑making ability
• Strong numerical, problem solving and administrative skills
• Excellent business communication skills
• Proven experience in people management
• Ability to work under pressure and multitask to meet targets
• Excellent time management, planning, and organizational skills
• To engage and influence relevant stakeholders on projects / initiatives