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  • Posted: Jun 8, 2017
    Deadline: Not specified
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    The Financial Planning Institute of Southern Africa (FPI) is a South African Qualifications Authority recognised professional body for financial planners in South Africa. It is the only institution in South Africa to offer the CFP® certification, as well as an approved examination body for the FAIS regulatory examinations. As a non-profit profess...
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    Frontline Call Centre Team Leader

    Job description

    The FPI is recruiting the services of a dynamic team leader to oversee and contribute towards the servicing of its member base.

    DUTIES

     

    • Staff Management
        • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
        • Identify training needs of subordinates
        • Set and communicate KPA’s with subordinates, in conjunction with Member Engagement Manager
        • Manage targets and objectives through regular performance reviews and appraisals
        • Provide direction, guidance and support to staff members
    • Budget/Forecast/Expense management
      • Build a detailed, bottom-up annual budget for areas of responsibility
      • Supply key inputs to the quarterly departmental budget forecast, using the most accurate, up-to-date information available.
      • Be able to provide assumptions used for developing budgets and forecasts
    • Information and data management and processes
      • Report generation and manipulation of data into usable information for decision making purposes
      • Provide for and manage continuous member data integrity activities

    Reporting

    • Provide routine and ad hoc reports
    • Draft and submit weekly and monthly performance tracking report linked to annual activity plan and overall performance in relation to FPI Strategic objective

     

    Task management: Member Support function oversight

    • Design, maintain and manage the on-going effectiveness and efficiency of all processes related to area of responsibility, including recommending and implementing of improvement plans on operations.
    • Maintain the membership database / membership files
    • Implement the aspects of the membership lifecycle relevant to the Member Support Services function
    • Design, manage and maintain membership dashboards
    • Create awareness to FPI’s value proposition to enhance member satisfaction and reduce member resignations
    • Develop new marketing programmes, approaches and tactics across various platforms in order to revive inactive members , grow loyalty and maximise retention rates
    • Creates and maintains a high-quality work environment to foster optimal performance of team members

    Task Management: Service Excellence

    • Works with various other departments to effectively maintain, build and manage client relationships
    • Manages all telemarketing and other campaigns, writes scripts and tracks results
    • Provide end to end assistance and service to new and existing members
    • Assist consumers with queries regarding FPI, its members and services
    • Assist students and candidate members with all certification related queries
    • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
    • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

    General Ad Hoc Duties

    • Assist with manning the annual convention exhibition
    • Assist with functions at which the FPI requires staff to interact with members, non-members and consumers
    • Collaborative Project participation

    REMUNERATION

    Remuneration package of between R16.5K and R29K CTC per month depending on qualification experience and skills

    Package includes provident fund and medical aid but excludes any sales commission.

    Method of Application

    Applications will be reviewed as received and will continue until the position is filled.

    To apply for this position or for any queries, please forward your CV or queries to [email protected]

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