Team Leader: Call Centre at Capitec Bank

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