Call Centre Team Leader at FNB South Africa

Job Description

• Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.

Are you someone who is:

• Responsible for leading a team of agents to consistently meet performance targets while ensuring exceptional customer satisfaction. This job blends sales and customer service, including cross-selling and nurturing client relationships.

You will be a match if you able to:

• Drive significant growth and profitability in the context of cost management
• Manage costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements
• Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements
• Ensure efficiency of service productivity and performance in Call Centre
• Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios
• Improve customer satisfaction, experience, and insight through call analysis.
• Report on required Call Centre activities and deliveries to improve business results
• Manage own development to increase own competencies.
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies

Minimum Requirements:

• Diploma or equivalent accredited qualification
• NQF Level 5 FAIS Qualification
• 4–5 years’ experience in Client Services / Call Centre environment, with exposure to team leadership

End Date: March 11, 2026