Team Leader: Call Centre

Capitec Bank; Johannesburg; On-site; ZAR 250,000 - 380,000; Full time

Job summary

A leading banking institution is looking for a motivated individual to manage their 24 hour Call Centre. The role involves overseeing a team to deliver high-quality service and ensuring compliance with processes. With a focus on customer service and leadership, this position offers an opportunity to thrive in a dynamic environment while contributing to the success of the bank.

Qualifications

• 2-3 years Call Centre experience with leadership or oversight experience.
• 2 years Banking experience.
• Knowledge of banking products and customer service principles.

Responsibilities

• Manage the 24 hour Call Centre ensuring high quality service for clients.
• Lead and develop a skilled team of Call Centre Agents.
• Maintain efficiency according to documented processes and procedures.

Skills

Communications Skills

Computer Literacy

Planning, organising and coordination skills

Leadership Skills

Interpersonal & Relationship management Skills

Education

Grade 12 National Certificate / Vocational

Bachelor's Degree in Commerce or Psychology

Job description

Apply by:

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1.To see what this job is about and complete a short assessment, please cli ck here !

2. Once you have completed the above finalize your application by clicking apply below

Purpose Statement

• To manage the 24 hour Call Centre to ensure that a high quality service is provided to clients by a highly skilled and trained team of Call Centre Agents operating within an efficient environment according to approved, up to date, well documented processes and procedures.

Experience

Minimum:

• 2-3 years Call Centre experience with leadership or oversight experience
• 2 years Banking experience
• Banking products relating to all types of accounts, credit card and electronic banking products.
• People management practices and principles
• Business acumen
• Stakeholder engagement
• Banking/ Financial Services landscape and products
• Customer service principles and practice
• Business communication and presenting of information
• Delegation and conflict management

Ideal:

• Capitec Bank environment and products
• Banking and legislative requirements
• Computer literacy: Call Centre system & reporting

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Commerce or Psychology

Knowledge

Minimum:

• 2-3 years Call Centre experience with leadership or oversight experience
• 2 years Banking experience
• Banking products relating to all types of accounts, credit card and electronic banking products.
• People management practices and principles
• Business acumen
• Stakeholder engagement
• Banking/ Financial Services landscape and products
• Customer service principles and practice
• Business communication and presenting of information
• Delegation and conflict management

Ideal:

• Capitec Bank environment and products
• Banking and legislative requirements
• Computer literacy: Call Centre system & reporting

Skills

• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Planning, organising and coordination skills
• Leadership Skills
• Interpersonal & Relationship management Skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.