{"id":20664,"date":"2025-02-20T14:44:35","date_gmt":"2025-02-20T12:44:35","guid":{"rendered":"https:\/\/zentrofly.com\/?p=20664"},"modified":"2025-02-20T14:44:35","modified_gmt":"2025-02-20T12:44:35","slug":"fnb-lesotho-inbound-call-centre-team-leader","status":"publish","type":"post","link":"https:\/\/zentrofly.com\/jobs\/fnb-lesotho-inbound-call-centre-team-leader\/","title":{"rendered":"FNB Lesotho &#8211; Inbound Call Centre Team Leader"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">VACANCY: Inbound Call Centre Team Leader<\/h3>\n\n\n\n<p><strong>Location:<\/strong> Maseru, Lesotho<br><strong>Closing Date:<\/strong> 22nd February 2025 (1 day left to apply)<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Overview<\/h3>\n\n\n\n<p>FNB is seeking a dynamic and experienced <strong>Inbound Call Centre Team Leader<\/strong> 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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Key Responsibilities<\/h3>\n\n\n\n<p>-Lead and monitor the call centre team to achieve targets and maintain customer satisfaction.<\/p>\n\n\n\n<p>-Oversee sales and customer service activities, including cross-selling and client relationship management.<\/p>\n\n\n\n<p>-Coach and provide real-time support to team members for query resolution.<\/p>\n\n\n\n<p>-Promote diversity within the team and foster a positive and productive work environment.<\/p>\n\n\n\n<p>-Supervise and monitor KPIs, including customer satisfaction scores, call handling times, abandon rates, SLA, and call volumes.<\/p>\n\n\n\n<p>-Drive significant growth and profitability while managing costs within the approved budget.<\/p>\n\n\n\n<p>-Deliver exceptional service through proactive, innovative, and appropriate solutions.<\/p>\n\n\n\n<p>-Cultivate and manage objective working relationships with stakeholders, including end-users, SMEs, project managers, and senior staff members.<\/p>\n\n\n\n<p>-Monitor and resolve customer complaints, ensuring resolution of escalated issues.<\/p>\n\n\n\n<p>-Maintain expert knowledge of products, pricing, application procedures, processing, and timelines to achieve relevant targets.<\/p>\n\n\n\n<p>-Drive campaign performance improvements concerning target market, data quality, offer relevance, customer experience, and requirements.<\/p>\n\n\n\n<p>-Contact prospective clients and sell suitable banking products to meet team sales targets.<\/p>\n\n\n\n<p>-Provide efficient administration through careful planning, reporting, and timely updating of all relevant information.<\/p>\n\n\n\n<p>-Ensure compliance with governance and legislative audit requirements.<\/p>\n\n\n\n<p>-Monitor and report on Call Centre activities to enhance business results.<\/p>\n\n\n\n<p>-Manage team performance, skills development, employment equity, talent, and culture to foster innovation and improve efficiencies.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Qualifications and Skills<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Education:<\/strong> Relevant qualification in Business Management, Customer Service, or related field.<\/li>\n\n\n\n<li><strong>Experience:<\/strong> Proven experience in a call centre leadership role with a strong background in sales and customer service.<\/li>\n\n\n\n<li><strong>Skills Required:<\/strong>\n<ul class=\"wp-block-list\">\n<li>Excellent leadership and team management abilities.<\/li>\n\n\n\n<li>Strong communication and interpersonal skills.<\/li>\n\n\n\n<li>Proficiency in analysing KPIs and implementing performance improvement strategies.<\/li>\n\n\n\n<li>Ability to work under pressure and meet sales targets.<\/li>\n\n\n\n<li>Proficiency in using call centre software and Microsoft Office applications.<\/li>\n\n\n\n<li>Problem-solving and decision-making skills.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Application Process<\/h3>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link has-base-3-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/zentrofly.com\/jobs\/apply-for-fnb-lesotho-vacancies\/\" style=\"background-color:#ff0000\">APPLY HERE<\/a><\/div>\n<\/div>\n\n\n\n<p>Interested candidates should submit their applications <strong>before 22nd February 2025<\/strong>.<br><strong>Note:<\/strong> Applications will not be accepted on or after the closing date.<\/p>\n\n\n\n<p><strong>Employment Equity Statement:<\/strong><br>All appointments will be made in line with FirstRand Group\u2019s 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.<\/p>\n\n\n\n<p><strong>Apply Now:<\/strong> Visit FNB\u2019s careers page or contact the recruitment office for more information.<\/p>\n\n\n\n<p><strong>Only shortlisted candidates will be contacted.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>VACANCY: Inbound Call Centre Team Leader Location: Maseru, LesothoClosing 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&#8230;<\/p>\n<p class=\"read-more\"><a class=\"btn btn-default\" href=\"https:\/\/zentrofly.com\/jobs\/fnb-lesotho-inbound-call-centre-team-leader\/\"> Read More<span class=\"screen-reader-text\">  Read More<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":20338,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-20664","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-new-jobs"],"featured_image_src":null,"author_info":{"display_name":"admin","author_link":"https:\/\/zentrofly.com\/jobs\/author\/admin\/"},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":26102,"url":"https:\/\/zentrofly.com\/jobs\/call-centre-agent-part-time-fnb-johannesburg-apply-by-04-march-2026\/","url_meta":{"origin":20664,"position":0},"title":"Call Centre Agent (Part-Time) \u2013 FNB \u2013 Johannesburg &#8211; Apply by 04 March 2026","author":"admin","date":"March 3, 2026","format":false,"excerpt":"Company: FNB (First National Bank)Job Requisition ID: R46987Location: JohannesburgJob Type: Part-TimeClosing Date: 04 March 2026 Overview FNB is seeking a motivated and customer-focused Call Centre Agent to join its Johannesburg team on a part-time basis. The successful candidate will manage inbound and outbound customer interactions across calls, email, and live\u2026","rel":"","context":"In &quot;Register Your CV - NEW JOBS AVAILABLE&quot;","block_context":{"text":"Register Your CV - NEW JOBS AVAILABLE","link":"https:\/\/zentrofly.com\/jobs\/category\/new-jobs\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=1050%2C600&ssl=1 3x, https:\/\/i0.wp.com\/zentrofly.com\/jobs\/wp-content\/uploads\/2025\/08\/image-5-scaled.png?resize=1400%2C800&ssl=1 4x"},"classes":[]},{"id":23662,"url":"https:\/\/zentrofly.com\/jobs\/fnb-call-centre-agents-x44\/","url_meta":{"origin":20664,"position":1},"title":"FNB: Call Centre Agents &#8211; X44","author":"admin","date":"January 16, 2024","format":false,"excerpt":"Join the #Changeables at FNB: Call Centre Agent - Long-Term Insurance Hello Future Call Centre Agents, Welcome to FNB, where innovation meets customer excellence! We're not just another bank; we are the home of the #changeables, creating a dynamic space where talents converge, minds thrive, and change happens. As a\u2026","rel":"","context":"In &quot;Register Your CV - NEW JOBS AVAILABLE&quot;","block_context":{"text":"Register Your CV - NEW JOBS AVAILABLE","link":"https:\/\/zentrofly.com\/jobs\/category\/new-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":4213,"url":"https:\/\/zentrofly.com\/jobs\/fnb-call-centre-learnership-programme\/","url_meta":{"origin":20664,"position":2},"title":"FNB Call Centre Learnership Programme","author":"admin","date":"October 18, 2024","format":false,"excerpt":"Location: VariousClosing Date: 26 October 2024 OTHER JOBS: https:\/\/zentrofly.com\/jobs\/new-8-big-companies-are-looking-for-general-workers-x153-posts\/ APPLY HERE Overview: Join FNB, the home of #changeables, where we design for innovators and provide products and services we\u2019re proud of, driven by the exceptional people who make it all possible. As part of the FNB Life team, you\u2019ll collaborate\u2026","rel":"","context":"In &quot;Register Your CV - NEW JOBS AVAILABLE&quot;","block_context":{"text":"Register Your CV - NEW JOBS AVAILABLE","link":"https:\/\/zentrofly.com\/jobs\/category\/new-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1153,"url":"https:\/\/zentrofly.com\/jobs\/pedros-call-centre-agents\/","url_meta":{"origin":20664,"position":3},"title":"Pedros: Call Centre Agents","author":"admin","date":"May 2, 2025","format":false,"excerpt":"Job Title: Call Centre AgentsLocation: Newlands East, KwaZulu-NatalContract Type: ContractClosing Date: 09 May 2025 Overview Pedros, a leading restaurant brand in South Africa, is seeking motivated and customer-focused individuals to join our Head Office team as Call Centre Agents. 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As a Call Centre Agent, your responsibilities will include: Efficient administration Managing customer interactions Collaborating effectively within a team and self-managing tasks Providing excellent client service Requirements: Matric (Grade 12) Strong administrative abilities Exceptional\u2026","rel":"","context":"In &quot;Register Your CV - NEW JOBS AVAILABLE&quot;","block_context":{"text":"Register Your CV - NEW JOBS AVAILABLE","link":"https:\/\/zentrofly.com\/jobs\/category\/new-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/posts\/20664","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/comments?post=20664"}],"version-history":[{"count":0,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/posts\/20664\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/media?parent=20664"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/categories?post=20664"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/zentrofly.com\/jobs\/wp-json\/wp\/v2\/tags?post=20664"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}