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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
Knowledge
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
Skills
- Communications Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Planning, organising and coordination skills
- Leadership Skills
- Interpersonal & Relationship management Skills
Conditions of Employment
- Clear criminal and credit record
