Team Leader

Requisition & Talent Acquisition Consultant Details

REQ 133658 - Twanette Coetser

Closing Date - 10 May 2024

Cluster & Location

Total Business Banking and Retail - Nedbank Contact Centre 

Newtown Junction, Johannesburg

Career Stream

Sales

Leadership Pipeline

Manage Others

Team Leader

Job Purpose

To manage and lead staff in a branch to meet service and sales objectives whilst ensuring compliance to processes and procedures to prevent risk and ensuring alignment to the Financial and service objectives of the Business Unit.

Job Responsibilities

• Supervise and lead a team of call center agents to meet performance targets.
• Monitor call center processes to enhance customer satisfaction and efficiency.
• Provide coaching and training to team members to improve their skills and performance.
• Set targets for all other call center agents to meet.
• Schedule and organize shift patterns for other team members to ensure customers are never left unattended to.
• Understand all organization’s products, services, procedures, and guidelines.
• Communicate the same to all team members.
• Prepare forecasts and budgets for the call center.
• Monitor all calls to ensure due procedures and quality standards are strictly adhered to.
• Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
• Conduct regular reviews of all call center agents’ performance.
• Organize training sessions for underperformers.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Keep up with trends and happenings in the industry.
• Ensure adherence to industry standards.
• Keep clients happy and satisfied by providing prompt responses and solutions to their challenges.
• Ensure a safe and harmonious working environment for all team members.
• Delegate duties to all team members.

Minimum Experience Level

• Min 1 year experience in People Management / Supervisory / 2IC role would be an advantage
• Min 2 years' Nedbank Contact Centre experience essential

Requirements

• NQF Level 5 or Higher in a Financial or Banking related field essential
• Matric / Grade 12 / National Senior Certificate
• FAIS certification/ registration

Technical / Professional Knowledge

• Accounting principles
• Banking procedures
• Business writing
• Change management
• Coaching principles
• Competitor analysis
• Consumer behaviour
• Governance, Risk and Controls
• Microsoft Office
• Nedbank policies and procedures
• Nedbank systems
• Nedbank vision and strategy
• Operations planning
• Performance management
• Principles of project management
• Recruitment and selection
• Sales data analysis
• Selling techniques
• Nedbank culture
• Nedbank products
• Business analysis
• Customer service principles
• Human Resources systems knowledge

Behavioural Competencies

• Coaching
• Customer Focus
• Driving for Results
• Making Sales Operations Decisions
• Creating a Service Reputation
• Creating a Culture of Trust
• Driving Successful Customer Engagements
• Adaptability

---------------------------------------------------------------------------------------

Please contact the Nedbank Recruiting Team at