Application deadline date has been passed for this Job.
Post Date: March 2, 2020
Contact Centre Team Leader D – IRC183197
at Zambia Retail Banking, Lusaka, Zambia in FNB Zambia Call Centre Ends 05 Mar 2020
Contributing to the achievement of FNB Operations business objectives by ensuring that team members are motivated and equipped to meet agreed service/quality levels as well as mobilising the efforts of the team Members in achieving the overall business objectives.
experience and qualifications
Relevant Diploma or Degree.
1-2 years related experience.
Customer Service Orientation
time and self-management
Planning and organisation
Resilience and stress management
Attention to detail
Minimum of 3 years role related experience
Conversant with Bank systems
Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics
A recognised Business degree.
Planning and prioritise resource deployment
Monitor and manage the resolution of customer complaints and ensure resolution of complaints
Monitor and manage the Operations of the Team in terms of adherence to shifts, schedules, Policies and procedures
Uphold and ensure that staff adhere to Service Standards, FNB Golden rules and improve work culture of staff.
Management of client complaints and queries escalation
Drive significant growth and profitability in the context of cost management.
Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.
Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements.
Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
Comply with governance in terms of legislative and audit requirements.
Ensure efficiency of service productivity and performance in Call Centre.