Enable job alerts via email!
Generate a tailored resume in minutes
Land an interview and earn more. Learn more
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.
Join to apply for the Customer Contact Centre : Team Leader role at Bidvest Bank Limited
Get AI-powered advice on this job and more exclusive features.
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.