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Supervisor: Customer Services

Industry: Finance / Job Expires: 2018-07-25 00:00:00 / Location: Gauteng

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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

  1. Resolve high level telephone client queries and escalations
  2. Provide feedback to originator of query / complaint
  3. Escalate complex queries / complaints to direct manager or ABIL Consumer Advocate Office.
  4. Monitor turn around time escalations in workflow to allocate priority to query types
  5. Distribute the queries to Consultants for resolution
  6. Reroute all press related queries to ABIL Consumer Advocate Office.


Supervision of subordinates

  1. Plan, organise and control team operation:
  2. Leave Planning
  3. Absenteeism
  4. Time Management
  5. Queue management
  6. Analysis of Call Centre stats
  7. Staff roster according to business needs
  8. Manage Performance of individuals (daily, weekly and monthly)
  9. Conduct monthly performance reviews for the Consultants
  10. Provide corrective measures to address underperformance
  11. Manage and resolve conflict amongst the team
  12. Conduct team weekly meetings in respect of team productivity

Recommendation to streamline operational processes and efficiencies

  1. Identify weaknesses or bottlenecks in the processes
  2. Analyse and make recommendations to improve efficiencies
  3. Test the proposals before implementation
  4. Update workflow processes and internal procedures on new changes
  5. Update, maintain, implement and recommend training on internal policies, procedures and mandates 
  6. Align internal processes and procedures to accommodate business requirements


Strategic objectives of the client services call centre

  1. Provide input on the new initiatives as per the business strategic objectives
  2. Drive, monitor and manage implementation of strategic objectives


Quality Management of individuals within team, to obtain 85% team average

  1. Evaluate and coach on the agreed client service standards
  2. Run real time and exception reports to ascertain:
  3. Abandoned rate
  4. Call waiting time
  5. Availability of Consultants
  6. Analyse reports and provide action plan to reach the set targets
  7. Get approval from direct manager before implementation
  8. Test IVR function to validate accuracy of information and logical flow (three times a day)























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