Job PurposeTo optimise the headcount resources of the Contact Centre to ensure maximum utilisation of the Agents time while maintaining a strong structure and foundation that will reflect client centricity; in line with Nedbanks business strategy of creating a great place to bank and to workJob ResponsibilitiesEnsure that agents are sufficiently trained and knowledgeable before their skills are loaded onto the agents skills profile Review Nedbank and Business Unit Plan and ensure delivered systems; process; services and solutions are aligned to support the achievement of the business strategy; objectives and values.Identify training courses and career progression for self through input and feedback from management to improve personal capability and to stay abreast of developments in field of expertise.Ensure all personal development plan activities are completed within specified timeframe to ensure personal growth and application of new competence in function to enable effectiveness in performance of roles and responsibilities.Share knowledge and industry trends with team and stakeholders during formal and informal interaction to enable skilling and required corrective action taking place.Obtain buy-in for developing new and/or enhanced processes (eg: operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.Facilitate work schedules for Agents; based on time of the month; call arrival patterns; training and development and in-house events by using forecasting and scheduling tool and the relevant Call Management System.Manage risk and compliance in line with the Basic Conditions of Employment Act and other relevant legislation. Monitor volumes and call arrival patterns to detect any sudden anomalies then investigate and implement immediate crisis management by listening into the calls remotely to ascertain the reason for change in increased volumes of calls and alerting the business to remedy proactively.Liaise with Team leaders by sending them communication via various social networks to alert them of behaviour issues that may impact their business and service levels Liaising with Deployment Managers and teams to proactively avert potential impacts from marketing campaigns and business rollouts eg: impact of messages sent to clients who then call into the contact centre with queries
Responsibilities + Skills
Cluster Specific Operational KnowledgeRelevant regulatory knowledgePrinciples of project managementCommunication Strategies
Matric / Grade 12 / National Senior Certificate
2 - 5 years contact centre experience as a team leader1 - 2 years Co-ordinating / Planning / Resource Planning experience.