We are looking for a seasoned individual with strong leadership to supervise and lead a team of Customer Care agents to reach and maintain set standards.

Key Tasks
Maintain High Department Performance:
•Define and communicate customer service standards
•Oversee the achievement and maintenance of agreed customer service levels and standards
•Plan, prioritize and delegate work tasks
•Manage resources and tools for quality service delivery
•Review customer complaints and resolve any escalated queries
•Track customer complaint resolution
•Coordinate and manage customer Service projects and initiatives
•Develop and performance management staff
•Identify and address staff training and coaching needs

Develop and implement Customer Care strategies:
•Develop and implement customer service policies and procedures
•Direct the daily operations of the Customer Care team
•Analyse data to determine customer service output
•Identify and implement strategies to improve quality of service, productivity and profitability
•Liaise with management to support and implement growth strategies

Oversee Departmental Personnel Processes:
•Review and assess customer service contracts
•Understand and implement all roles within the department

•Establish staffing requirements

•Conduct interviews

Perform ad hoc Administrative Duties:
•Monitor accuracy of reports and data base information
•Meet departmental budget
•Compile and submit periodic reports
•Resolve mandate queries received from the bank