Nedbank Jobs in Durban – Contact Centre Manager

  • Full Time
  • Durban

Website Nedbank

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:

  • Agree and set targets for the delivery of business outputs through engagement with stakeholders.
  • Review monthly business performance and deliver on the expectations.
  • 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.
  • 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.
  • 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.
  • Ensure adherence to Nedbank Policies and Procedures.
  • 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.
  • Identify cross-sell opportunities during all client interactions.
  • Ensure all sales and retention campaigns are actioned as per the Service Level Agreement.
  • Ensure adherance to compliance and risk requirements by conducting audits.
  • Manage non-adherance to work plan by monitoring attendance.
  • Drive direct costs and budgets (expenses) by managing headcount and agents’ productivity.
  • Manage service level agreement on multiple channels through multimedia platforms.
  • 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.
  • 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).

Job Requirements:

  • Matric / Grade 12 / National Senior Certificate
  • Diploma
  • Relevant regulatory knowledge
  • 5 – 8 years call centre experience.
  • 5 years management experience; applicable compliance/legislative requirement e.g. Fais and Key Individual experience
  • 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