In this Sandton based Team Lead and Resource Planner role, you will have overarching responsibility for scheduling of 280 contact centre staff for Premium Banking and HNW (High Net Worth) customers The Private Wealth Contact Centre Team Lead role, which comprises elements of both Operations and Finance, takes place in a high-pressure environment of both inbound and outbound calling, from client sales at one end of the spectrum, to client queries at the other end.
The client is a leading employer and well-known South African brand. In this role, you will be able to able to act as a mini-strategist and junior COO (2ic to the Head of the area), and as such, the exposure and growth will be excellent.
You must demonstrate a background within a similar environment i.e. a Call Centre, although it does not need to have been within banking.
N.B. Applicants to this role must hold a university degree, although it can be in any related / relevant subject. N.B. The hire will be made in line with the Bank’s Employment Equity policies.
ROLE DESCRIPTION / DUTIES : Schedule for 280 staff across the Private Wealth Suite, ensuring sufficient, efficient and appropriate staffing levels at all times Supervision of scheduling function for entire call centre, therefore, the most suitable candidates would have started their career in call centre & customer service Data Analytics and assessment of absenteeism vs impact on loss of clients / customer dissatisfaction Budgeting, cost controls and cost efficiency for the call centre Improvements to service cultur Create and deliver strategy, and measure success against that strategy Conduct root cause analysis for performance and non-performances on SLAs (daily, weekly and monthly) Use of Workforce Management System, and mentor others on these processes QUALIFICATIONS : Full University degree of any type, and 3 years of relevant experience SOFT SKILLS / PERSONALITY : Looking for the right person for the brand someone who is likeable, organised, persuasive and hard-working Must have a lot of energy A candidate who is committed, happy with unusual hours and good at pushing back on people Able to handle pressure Able to work closely with other resource planners as well as senior management, to deliver exceptional results