Expiry Date: 2024-06-13Purpose 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