Co ordinator Financial Services

TFG Financial Services; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A financial services provider in Cape Town is seeking a Call Centre Team Leader to manage and coach a team in a dynamic environment. The ideal candidate will have 3-4 years of leadership experience in a call center, strong analytical abilities, and excellent communication skills. Responsibilities include managing targets and employee motivation while ensuring compliance and quality benchmarks are met. This role offers growth opportunities in a supportive environment.

Qualifications

• 3-4 years of call center leadership experience is required.
• 2 years’ experience managing team leaders preferred.
• Ability to work under pressure and multitask.

Responsibilities

• Manage monthly targets and KPIs effectively.
• Optimize people management for maximum productivity.
• Drive employee recognition and motivation.

Skills

Call centre leadership experience

Analytical and decision-making ability

Strong numerical skills

Excellent business communication skills

Time management skills

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 è monitored è 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 managementAbility 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