Purpose Statement


To manage the 24 hour Call Centre to ensure that a high quality service is provided to clients by a highly skilled and trained team of Call Centre Agents operating within an efficient environment according to approved, up to date, well documented processes and procedures.


Experience

Minimum:


2-3 years Call Centre experience with leadership or oversight experience
2 years Banking experience
Banking products relating to all types of accounts, credit card and electronic banking products.
People management practices and principles
Business acumen
Stakeholder engagement
Banking/ Financial Services landscape and products
Customer service principles and practice
Business communication and presenting of information
Delegation and conflict management


Ideal:


Capitec Bank environment and products
Banking and legislative requirements
Computer literacy: Call Centre system & reporting


Qualifications (Minimum)


Grade 12 National Certificate / Vocational


Qualifications (Ideal or Preferred)


Bachelor's Degree in Commerce or Psychology


Skills


Communications Skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Planning, organising and coordination skills
Leadership Skills
Interpersonal & Relationship management Skills