Job Description

Job Requisition and Specialist Recruiter details
REQ: 140125
Role: Team Leader: Service Centre
Area: Sandton
Specialist Recruiter: Lebohang Monate
Advert closing date: 19/06/2025
Job Family
Sales And Services
Career Stream
Call Centre (Service)
Leadership Pipeline
Manage Others
Job Purpose
To manage and lead call centre agents to enable them to achieve their deliverables in line with Nedbank strategy.
Job Responsibilities

• Ensure that call centre agents are meeting the requirements and service level agreements of the stakeholders and clients by measuring quality and productivity.
• Maintain relationships with clients and stakeholders by living the Nedbank values.
• Ensure transformational target are met for own team through consideration of targets during the staff recruitment; retention and training process and utilising suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives.
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiative.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.
• Follow-up on work activities that result from the calls to ensure business processes are followed; resource plans are in place; work is allocated and client requirements are met.
• Listen to calls to ensure that call centre agents comply to business rules and processes in compliance with legislation.
• Manage all queues to ensure that service level agreements are met and client expectations are managed effectively.
• Resolve issues by making decisions within mandate that meet business requirements and client needs.
• Manage achievement of monthly targets by monitoring daily targets and daily productivity of call centre agents; providing feedback and identifying
• and implementing corrective action.
• Listen to calls to ensure that a quality conversation is conducted by call centre agents to maximise productivity and minimise losses.
• Adhere to budget by managing and minimising day to day costs e.g. overtime; stationery; telephone.
• Manage performance of staff by implementing performance agreements; ensuring a clear vision; agreeing on goals and objectives; providing regular feedback on performance; recognising and rewarding achievement and take appropriate corrective action where required.
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.
• Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.
• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Contribute to team effectiveness by
• following the recruitment process when recruiting talent.
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations; utilising the talent grid principles and developing talent retention programmes.
• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification
Certificate: Call Centre , Diploma: Call Centre
Minimum Experience Level
2-3 years banking experience
Technical / Professional Knowledge

• Business administration and management
• Business terms and definitions
• Client service management
• Communication Strategies
• Governance, Risk and Controls
• Principles of project management
• Relevant Nedbank product knowledge
• Relevant regulatory knowledge
• Service level agreements
• Business writing skills

Behavioural Competencies

• Earning Trust
• Coaching
• Customer Focus
• Decision Making
• Facilitating Change
• Driving for Results
• Planning and Organizing
• Delegation and Empowerment

Please contact the Nedbank Recruiting Team at +27 860 555 566
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