Expiry Date: 2024-06-13 Purpose of the role: Finbond Mutual Bank is seeking a dynamic and experienced Call Center Manager to oversee our call center operations based in Somerset West, Cape Town. The call center serves as a control center for our bank branches nationwide, as well as providing essential services to customers for credit and transactional banking needs. We are looking for a results-driven individual who can effectively lead a team, optimize processes, and ensure exceptional customer service delivery. Key Responsibilities: 1. Leadership: Provide strong leadership and direction to the call center team, fostering a culture of accountability, collaboration, and continuous improvement. 2. Operations Management: Oversee all aspects of call center operations, including call volume management, workforce planning, scheduling, and performance monitoring. 3. Customer Service Excellence: Ensure that all customer interactions are handled professionally and efficiently, maintaining high standards of service quality and customer satisfaction. 4. Process Optimization: Identify opportunities to streamline processes and enhance operational efficiency within the call center, implementing best practices and innovative solutions as needed. 5. Staff Development: Coach, mentor, and develop team members, providing regular feedback, training, and support to enable their professional growth and success. 6. Performance Management: Establish performance metrics and targets for the call center team, monitoring performance closely and taking corrective action as necessary to achieve goals. 7. Compliance and Quality Assurance: Ensure compliance with all relevant banking regulations and internal policies, conducting regular quality assurance checks to maintain adherence to standards. 8. Reporting and Analysis: Generate reports and analyze data to track key performance indicators, identify trends, and make data-driven decisions to improve call center performance. 9. Stakeholder Management: Collaborate closely with other departments within the bank, as well as external partners, to ensure seamless coordination and alignment of goals and objectives. Qualifications: Bachelor's degree in Business Administration, Management, or a related field (preferred). Experience: • Proven experience in call center management, with a minimum of 5 years in a leadership role. • Experience in the banking or financial services industry is highly desirable. Knowledge and Skills: • Strong understanding of call center operations, technologies, and best practices. • Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders. • Demonstrated leadership abilities, with a track record of motivating teams to achieve targets and deliver exceptional results. • Analytical mindset with the ability to interpret data, identify trends, and make informed decisions. • Proficiency in Microsoft Office Suite and call center software applications. Additional Requirements: • Knowledge of relevant banking regulations and compliance requirements. #J-18808-Ljbffr