Call Centre Manager
To implement, enable, scale, entrench, engage and commercialise the consumer client value proposition/s and life journeys in the Voice Branch in collaboration with other Segments, Client Solutions, Engineering and stakeholders through the client engagement platforms. To drive integrated ways of work with Client Coverage, Digital and eCommerce for the delivery of client sales and service needs.
Bachelor of Commerce Degree or related.
Experience:
- 3-4 years experience in all facets of Consumer Banking, including heading up a segment.
- Knowledge and experience of consumers, their needs and their markets gained from an extended period of industry experience and a proven track record in high-level leadership in organisations of comparable size and complexity.
- Experience in managing an inbound / outbound contact centre.
Behavioural Competencies:
- Adopting Practical Approaches
- Directing People
- Exploring Possibilities
- Making Decisions
- Resolving Conflict
Technical Competencies:
- Contact Centre Customer Relationship Management
- Customer Understanding
- Operations Risk Management
- Risk Response Strategy
- Risk/ Reward Thinking
Key Impact Areas:
- Drive the transition from traditional contact centre operations to a digitally enabled Voice Branch platform.
- Partner with Digital, Engineering and Client Solutions teams to improve client journeys.
- Champion omnichannel engagement and integrated client servicing.
- Accountable for overall risk management and adherence to all governance standards for the continued sustainability of the Call Centre.
- Ensure that risks are mitigated, and that appropriate, proactive recovery and resolution plans are in place to protect the segment from any untoward event.