Contact Centre Manager: VIP Desk
Location: Johannesburg, ZA
Reference: 137989
Closing Date: 21 February 2025
Job Classification
- Cluster: Nedbank Wealth Cluster – High-Net-Worth Division
- Job Family: Sales and Services
- Career Stream: Call Centre (Service)
- Leadership Pipeline: Manage Others
- Employment Equity Statement: Preference will be given to applicants from underrepresented groups.
Job Purpose
To manage the smooth operation of the Nedbank High-Net-Worth Contact Centre, ensuring quality service, client retention, and sales. The role involves maintaining stakeholder relationships in line with Nedbank’s client service strategy.
Key Responsibilities
- Oversee budgets, manage headcount, and ensure agent productivity.
- Align processes to a High-Net-Worth client experience model.
- Manage service level agreements across multimedia platforms.
- Identify cross-sell opportunities during client interactions.
- Drive efficiency by monitoring call centre metrics such as handle time, abandonment rate, and transferred/repeat calls.
- Ensure sales and retention campaigns are actioned within service agreements.
- Handle escalations from inbound and outbound desk teams.
- Minimize financial loss through process improvements and staff training.
- Ensure high client service quality by monitoring call scores and Client Experience Measure (CEM).
- Set and review performance targets, ensuring business objectives are met.
- Maintain stakeholder communication and operational alignment with Workforce and Facilities Management.
- Manage complaints and escalations to ensure client satisfaction.
- Conduct audits, compliance checks, and regular proficiency tests for staff.
- Maintain business continuity and disaster recovery plans.
- Implement performance management, talent retention, and team development strategies.
- Support business optimization initiatives and encourage innovation within the team.
Qualifications
- Minimum: Matric / Grade 12 / National Senior Certificate
- Preferred: Relevant Contact Centre or Banking Qualification
Experience Required
- 3 years of call centre experience within a Wealth Management/High-Net-Worth environment
- 5 years of management experience
Technical & Professional Knowledge
- Financial Accounting Principles
- Regulatory and compliance knowledge
- Governance, risk, and controls
- Change management and project management principles
- Communication strategies and operational planning
- Client service principles and employee development
Behavioural Competencies
- Decision Making
- Customer Focus
- Delegation & Empowerment
- Execution
- Building Talent
- Creating a Culture of Trust
Apply before 21 February 2025 to be part of the Nedbank High-Net-Worth Contact Centre team
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