VACANCY: Inbound Call Centre Team Leader
Location: Maseru, Lesotho
Closing Date: 22nd February 2025 (1 day left to apply)
Overview
FNB is seeking a dynamic and experienced Inbound Call Centre Team Leader to lead a team of call centre agents, ensuring the achievement of sales and customer service targets while maintaining high levels of customer satisfaction. The successful candidate will be responsible for driving team performance, nurturing client relationships, and promoting a positive and productive work environment. This role involves supervising key performance indicators (KPIs), cost management, and compliance with governance and audit requirements.
Key Responsibilities
-Lead and monitor the call centre team to achieve targets and maintain customer satisfaction.
-Oversee sales and customer service activities, including cross-selling and client relationship management.
-Coach and provide real-time support to team members for query resolution.
-Promote diversity within the team and foster a positive and productive work environment.
-Supervise and monitor KPIs, including customer satisfaction scores, call handling times, abandon rates, SLA, and call volumes.
-Drive significant growth and profitability while managing costs within the approved budget.
-Deliver exceptional service through proactive, innovative, and appropriate solutions.
-Cultivate and manage objective working relationships with stakeholders, including end-users, SMEs, project managers, and senior staff members.
-Monitor and resolve customer complaints, ensuring resolution of escalated issues.
-Maintain expert knowledge of products, pricing, application procedures, processing, and timelines to achieve relevant targets.
-Drive campaign performance improvements concerning target market, data quality, offer relevance, customer experience, and requirements.
-Contact prospective clients and sell suitable banking products to meet team sales targets.
-Provide efficient administration through careful planning, reporting, and timely updating of all relevant information.
-Ensure compliance with governance and legislative audit requirements.
-Monitor and report on Call Centre activities to enhance business results.
-Manage team performance, skills development, employment equity, talent, and culture to foster innovation and improve efficiencies.
Qualifications and Skills
- Education: Relevant qualification in Business Management, Customer Service, or related field.
- Experience: Proven experience in a call centre leadership role with a strong background in sales and customer service.
- Skills Required:
- Excellent leadership and team management abilities.
- Strong communication and interpersonal skills.
- Proficiency in analysing KPIs and implementing performance improvement strategies.
- Ability to work under pressure and meet sales targets.
- Proficiency in using call centre software and Microsoft Office applications.
- Problem-solving and decision-making skills.
Application Process
Interested candidates should submit their applications before 22nd February 2025.
Note: Applications will not be accepted on or after the closing date.
Employment Equity Statement:
All appointments will be made in line with FirstRand Group’s Employment Equity plan. FNB supports the recruitment and advancement of individuals with disabilities. Candidates may voluntarily disclose disability information, which will be kept confidential unless disclosure is required by law.
Apply Now: Visit FNB’s careers page or contact the recruitment office for more information.
Only shortlisted candidates will be contacted.