Job Description: To manage the smooth running of the Nedbank Contact Centre to ensure qualilty service, client retention and sales and maintaining stakeholder relationships in line with Nedbank's client service strategy. Job Responsibilities: Manage average handle time, abandonment rate, transferred and repeat calls by analysing Call Management System (CMS) reports and Management Information System (MIS) reporting. Drive efficiency and profitability by ensuring projects' targeted cost savings are materialised. Ensure completion of monthly proficiency tests with a pass rate of 80% and take the necessary corrective action to close the training gap. Ensure all compliance tests are completed on time. Agree and set targets for the delivery of business outputs through engagement with stakeholders. Review monthly business performance and deliver on the expectations. Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g. rotation). Ensure adherance to compliance and risk requirements by conducting audits. Manage non-adherance to work plan by monitoring attendance. Ensure accurate MIS reports on sales, service and retention figures by checking monthly packs prepared by our Management Information Specialists. Ensure communication channels remain open by maintaining close relationship with the stakeholders. Ensure adherence to Nedbank Policies and Procedures. Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required. Ensure accurate completion of management control checklist in line with set standard procedure. Ensure that Disaster recovery and business continuity plans are kept up to date, tested, communicated and implemented. Identify cross-sell opportunities during all client interactions. Ensure all sales and retention campaigns are actioned as per the Service Level Agreement. Minimise financial loss by ensuring process gaps are closed, training is conducted and corrective action/s are taken when necessary. Driving quality standards to ensure excellent client service experience by monitoring call quality scores and Client Experience Measure (CEM). Manage all queues within Service Level Agreement by monitoring escalations from the Outbound & Inbound Desk Team. Manage interactive-time and productivity-time targets by monitoring reports daily. Drive direct costs and budgets (expenses) by managing headcount and agents' productivity. Manage service level agreement on multiple channels through multimedia platforms. Job Requirements: 5 - 8 years call centre experience. 5 years management experience; applicable compliance/legislative requirement e.g. Fais and Key Individual experience Relevant regulatory knowledge Governance, Risk and Controls Matric / Grade 12 / National Senior Certificate Diploma Fais related accreditation/qualification or to work under supervision Financial Accounting Principles Job Details: Company: Nedbank Vacancy Type: Full Time Job Location: Durban Application Deadline: N/A Apply Here jobstrivia.net
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