Customer Contact Centre : Team Leader

Bidvest Bank Limited; Johannesburg; On-site; ZAR 350,000 - 450,000; Full time

Job summary

Bidvest Bank Limited is seeking a Customer Contact Centre Team Leader to oversee a specialized team in customer service, fraud prevention, and performance management. This role involves enhancing team dynamics, ensuring quality service, and implementing training programs. Ideal candidates will have proven supervisory experience in a similar environment, alongside strong leadership and problem-solving skills, to drive operational excellence and achieve customer satisfaction.

Qualifications

• Minimum 2-5 years supervisory experience in the financial sector.
• Strong communication and leadership skills.
• Experience with performance evaluation and customer metrics.

Responsibilities

• Lead training and manage staff quality assurance.
• Monitor transactions and provide feedback to agents.
• Prepare daily, weekly, and monthly performance reports.

Skills

Communication

Leadership

Problem Solving

Customer Service

Organization

Education

High school qualification

Tools

MS Office

Call centre software

Job description

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Primary Purpose

Responsible for leading training, managing staff quality assurance, and handling customer service team issues.

Oversees teams with specialised skills in fraud, telephone, outbound and inbound calls, and system functionalities.

Creates and sets targets for improvement.

Maintains staff morale and motivation within the service level agreement.

Technical Competency Requirements

Monitor, track, and communicate agent feedback with internal and external clients

Minimize financial fraud losses by ensuring prompt action on visa and transactional alerts

Provide timely feedback

Attend stakeholder meetings and raise environment concerns

Ensure all agents complete bank-related training within deadlines

Engage with clients and resolve conflicts

Review and implement processes and procedures

Conduct quality assurance and file monthly reports

Monitor, process, and clear transactions within the SLA

Minimum Education and Training

Proven experience supervising a call centre or similar environment

Experience in customer service

Knowledge of performance evaluation and customer metrics

Proficient in MS Office and call centre software

Excellent communication and interpersonal skills

Strong organizational and leadership skills with problem-solving abilities

Positive, patient attitude for internal and external clients

Work Experience

High school qualification

Experience coaching, training, and motivating employees

2-5 years supervisory experience in the financial sector

RE5 Qualification (optional)

Key Performance Areas (KPAs)

Build relationships with potential clients

Grow sales through networking and referrals

Manage forex notes, currency cards, vehicle finance

Facilitate cross-selling within banking products

Explore additional revenue streams

Research market conditions to meet revenue goals

Customer Centricity

Provide comprehensive customer service for all bank products

Deliver exceptional client service

Address performance issues

Offer solutions to client issues

Support team relationships for efficient service

Engage with dissatisfied clients through voice notes

Operational Excellence

Conduct daily team hurdle sessions

Manage relationships between departments with a solution focus

People Leadership & Stakeholder Management

Plan and communicate breaks for shifts

Ensure agents complete training and review client files for FICA compliance

Conduct coaching and one-on-one sessions

Reporting & Data Management

Prepare daily, weekly, and monthly reports

Monitor inboxes and exception queues

Escalate system issues and inform agents

Learning & Growth

Drive personal career development and PDP preparation

This position supports our commitment to Employment Equity.