To provide effective supervision, guidance, training, coaching and mentorship to Contact Centre Consultants (team/individual) on Customer interactions and Service tasks, while tracking relevant operational performance metrics that impact on the delivery of quality customer interactions.

Key Responsibilities:
To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential.
To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues.
To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships.
To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time.
To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
To develop and implement Contact Centre schedules and ensure team adherence to schedules.
To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.
Daily Responsibilities:
To supervise, coach and support the team/individuals.
Schedule activities for the team and ensure that they are completed on a timely.
Check, build and test staff knowledge on the bank’s products and services as well as Contact Centres’ processes.
Motivate team members to drive performance at optimum and maintain high energy.
Compilation of daily management reports.
Challenges:
Coaching and providing timely guidance and feedback to help others strengthen specific knowledge/skills areas needed to accomplish a task or solve a problem, in a high pressure and close supervision environment.