-Responsible for the dealing with customer queries and complaints in all card division areas-Extensive knowledge of card division products.-Planning, directing, coordinating and training of staff.-Communication, supporting and implementing all policies and procedures.-Supporting the code of conduct.-To make sure that all business procedures and training are consistent with all departmental and organisational objectives and customer requirements.-Ensuring that reports are… Show more -Responsible for the dealing with customer queries and complaints in all card division areas-Extensive knowledge of card division products.-Planning, directing, coordinating and training of staff.-Communication, supporting and implementing all policies and procedures.-Supporting the code of conduct.-To make sure that all business procedures and training are consistent with all departmental and organisational objectives and customer requirements.-Ensuring that reports are submitted timorously.-Providing feedback to staff regarding QA.-Staff monthly one-on-ones and appraisals discussions.-Drive connect sessions and find solutions around the areas of concern.- Ensuring that documentation are filed in staff files.-Supporting motivating staff to ensure that the highest level of productivity and quality is achieved.-Keeping abreast of the latest developments in call centre and banking industries.-Liaise with different divisions regarding call centre structures processes and staff related matters.-Prioritising technical problems and changes to administrative policies and procedures.-Coaching staff to provide quality service to all customers in order to improve on our QA and CEI ratings.-EnsMonitor that staff are keyed in and are in a productive state.-Being visible and available for escalated queries.-Responsible for monitoring adherence and for maintaining SLA.-Ensuring that SLAs are achieved-Supporting all organisational decisions.-Upholding the banks VALUES.-Ensuring that all staff files are regularly updated.-Recognising top performers and good behaviour by supporting the reward initiatives such as “Beyond Excellence”.-Supporting fellow supervisors and management where necessary.-Responsible for the research and delivery of any projects that may be assigned.-Responsible for mentoring and developing staff. Show less

Senior team leader in the customer contact center