Nedbank Jobs in Durban – Contact Centre Manager

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

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