CUSTOMER SERVICE CENTER TEAM LEADER: INBOUND – Bank Windhoek

Customer Service Centre Team Leader: Inbound (GL7) – Customer Contact Centre
Listing reference: capbw_001184

Introduction
Manages a group of Customer Contact Agents effectively, trains them to ensure customer service and service standards are adhered to

Job description
Performance Tasks
Overseeing the performance of a team of CSC agents and provide leadership, coaching and support to the team.
Managing shift schedules, training staff, allocating duties, and handling problems or queries that require a higher level of authority
Reviewing employee performance, and report progress to the call or CSC Manager.
Perform shift work, including weekends, public holidays, and evenings.
Host one-on-one discussions and create great place to work’
Manage applicable shifts in the department, ensuring the Customer Contact Centre is always manned properly.
Escalate any appropriate problems to senior management and Risk management
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Monitoring and Consistent skilling and upskill of CSC agents
Closely managing queues to ensure low Abandonment rates
Execution of Customer Strategy and Delivering operational excellence.
Conduct training needs within the department.

Minimum requirements
Experience required
Minimum 3 years general banking/sales and service experience.
Experience of Contact Centre or any other related qualification is an advantage.

Qualification
Diploma in Business Administration, Banking, Commerce or related.