Customer Contact Centre: Team Leader

Bidvest Bank Limited; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading financial institution is seeking a Call Centre Supervisor to oversee training, manage staff quality assurance, and ensure exceptional customer service. The ideal candidate will have supervisory experience in the financial sector and strong leadership skills. Responsibilities include monitoring agent performance, conducting training, and preparing reports. Join a dynamic team focused on customer centricity and operational excellence.

Qualifications

• 2-5 years supervisory experience in the financial sector.
• Experience in coaching, training, and motivating employees.

Responsibilities

• Oversee training and manage staff quality assurance.
• Monitor and track agent feedback with clients.
• Conduct quality assurance and file monthly reports.

Skills

Communication

Leadership

Problem Solving

Organizational Skills

Education

High School Qualification

Certified Call Centre Management Qualification

Tools

MS Office

Call Centre Software

Job description

Primary Purpose

Responsible for overseeing training, managing staff quality assurance to handle customer service team issues. Obligated to supervise teams within the environment with specialised skills in fraud, telephone, outbound and inbound, and system-related functionalities. Creating and setting targets and goals for improvement. Maintaining 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 with the bank's SLA

Required Minimum Education and Training

• Proven experience in call centre supervision or similar role
• Experience in customer service
• Knowledge of performance evaluation and customer metrics
• Proficient in MS Office and call centre software
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with problem-solving ability
• Positive and patient demeanor for dealing with clients
• Certified Call Centre Management qualification or equivalent (preferable)

Minimum Work Experience

• High school qualification
• Experience in coaching, training, and motivating employees
• 2-5 years supervisory experience in the financial sector
• RE5 Qualification (optional)

Key Performance Areas (KPAs)

Financial Management

• Identify potential new clients and build relationships
• Grow sales through networking and referrals
• Manage forex notes, currency cards, vehicle finance for private clients
• Facilitate cross-selling within private banking products
• Explore additional revenue streams
• Stay informed of market conditions and research opportunities

Customer Centricity

• Provide comprehensive customer service covering all bank products
• Deliver exceptional client service
• Address performance issues
• Provide solutions to client issues
• Support efficient service through team relationships
• Engage with clients via system voice notes

Operational Excellence

• Conduct daily hurdle sessions with teams
• Monitor schedule adherence
• Ensure efficient interdepartmental processes
• Manage relationships between departments

People Leadership and Stakeholder Management

• Plan and communicate breaks for shifts
• Ensure agents complete training and update client files regularly
• Conduct coaching sessions and one-on-ones

Reporting and Data Management

• Prepare daily, weekly, and monthly reports
• Monitor inboxes and exception queues
• Escalate system issues and inform agents

Learning and Growth

• Drive personal career development and PDP preparation

This position is advertised in line with our commitment to Employment Equity.