Supervisor: Customer Services
Industry: Finance / Job Expires: 2018-07-25 00:00:00 / Location: Gauteng
Main Purpose of the job
- To manage quality and individual performance of Customer Service Consultants servicing the transactional banking customers and resolve escalated queries from Consultants and Customers
- To escalate high–level complaints and to refer queries outside mandate
- To monitor Customer Service Call Centre service levels and provides feedback to the Operations Manager
Behavioural (COMP)
- Ability to work independently
- Adaptability
- Assertiveness
- Flexibility
- Professionalism Reliability
Minimum Education
- Grade 12
- RE 5 Level 1 Completed
Minimum Experience
- 3 years prior experience in banking
- 3 years supervisory/management experience in a corporate call centre with customer retention experience
Technical (COMP)
- Analytical Skills
- Attention to detail
- Call Handling Skills
- Communication skills
- Computer Literacy
- Customer Focus
- Leadership Skills
- Negotiating skills
- Problem solving
- Sense of urgency
- Stress tolerance
Key Result Areas
Client Service
- Resolve high level telephone client queries and escalations
- Provide feedback to originator of query / complaint
- Escalate complex queries / complaints to direct manager or ABIL Consumer Advocate Office.
- Monitor turn around time escalations in workflow to allocate priority to query types
- Distribute the queries to Consultants for resolution
- Reroute all press related queries to ABIL Consumer Advocate Office.
Supervision of subordinates
- Plan, organise and control team operation:
- Leave Planning
- Absenteeism
- Time Management
- Queue management
- Analysis of Call Centre stats
- Staff roster according to business needs
- Manage Performance of individuals (daily, weekly and monthly)
- Conduct monthly performance reviews for the Consultants
- Provide corrective measures to address underperformance
- Manage and resolve conflict amongst the team
- Conduct team weekly meetings in respect of team productivity
Recommendation to streamline operational processes and efficiencies
- Identify weaknesses or bottlenecks in the processes
- Analyse and make recommendations to improve efficiencies
- Test the proposals before implementation
- Update workflow processes and internal procedures on new changes
- Update, maintain, implement and recommend training on internal policies, procedures and mandates
- Align internal processes and procedures to accommodate business requirements
Strategic objectives of the client services call centre
- Provide input on the new initiatives as per the business strategic objectives
- Drive, monitor and manage implementation of strategic objectives
Quality Management of individuals within team, to obtain 85% team average
- Evaluate and coach on the agreed client service standards
- Run real time and exception reports to ascertain:
- Abandoned rate
- Call waiting time
- Availability of Consultants
- Analyse reports and provide action plan to reach the set targets
- Get approval from direct manager before implementation
- Test IVR function to validate accuracy of information and logical flow (three times a day)