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Firstrand Bank Limited; Gauteng; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A leading financial institution in South Africa seeks a contact center manager to enhance customer service and operational efficiency. This role involves managing costs, staff schedules, and team performance to exceed customer expectations while aligning with the company's Employment Equity plan. Strong leadership and analytical skills are required to drive improvements and foster team development.

Qualifications

• Experience in managing a contact center team is essential.
• Strong skills in cost efficiency and operational management.
• Ability to analyze service level shortfalls and implement improvements.

Responsibilities

• Manage costs and deliver exceptional customer service.
• Schedule staff effectively to maintain service levels.
• Analyze root causes for service level shortfalls.

Skills

Cost Management

Customer Service Orientation

Operational Efficiency

Staff Scheduling

Performance Management

Team Development

Job description

Job ResponsibilitiesManage costs / expenses within approved budget to achieve cost efficienciesDeliver exceptional service that exceeds customers' expectations through proactive, innovative, and appropriate solutionsProduce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact CentreDrive operational and tactical objectives to efficiently meet customer service demands and improve cost effectiveness within the contact centreProvide efficient administration through careful planning, reporting, and updating of all related informationEnsure compliance with legislative and audit requirementsSchedule staff effectively to maintain desired service levels, including managing breaks, training, meetings, call quality monitoring, coaching, and leave to ensure sufficient coverageImplement changes proactively to improve service levels, develop staffing solutions, and optimize shifts for better scheduling and customer growthAnalyze root causes for service level shortfalls (daily, weekly, monthly)Manage personal development to enhance competenciesPlan and manage team performance, skills development, employment equity, talent, and culture to foster innovation, efficiency, and competency growthEducate Team Leaders on the correct use of the Workforce Management System and ensure adherence to relevant proceduresNote : Applications will not be accepted after 01 / 07 / 25.

Please submit applications before the closing date.All appointments will align with FirstRand Group's Employment Equity plan.

The Bank supports the recruitment and advancement of individuals with disabilities.

Candidates may voluntarily disclose disability information, which will be kept confidential unless legally required to disclose.