Team Leader: Call Centre

Capitec; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading banking institution is seeking a Call Centre Manager to oversee its 24-hour operation. The ideal candidate will have experience in the banking industry with strong leadership skills and a commitment to excellent customer service. Responsibilities include ensuring a high-quality service delivery by managing a skilled team within approved procedures.

Qualifications

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

Responsibilities

• Manage the 24 hour Call Centre ensuring quality service by skilled team.
• Operate within well-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

Tools

MS Word

MS Excel

MS Outlook

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:

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

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.