Banking Call Center Supervisor - Lead Ops & Team Performance

The Supervisor is required to oversee the call centre operations and manage day to day activities, ensuring sustained and profitable growth throughout the contractual lifecycle. They will lead a team of Customer Service Agents, meet performance targets, and identify areas for improvement to enhance operational efficiencies. They coordinate customer engagement strategies, optimize systems and processes, and drive service excellence. They are accountable for all service level criteria and ensure smooth, effective operations.

• Minimum: Grade 12 or equivalent (NQF Level 4)
• Preferred qualifications: Qualification in Banking or Finance, RE5 certificate, FAIS qualifications and credits

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Exceptional written and verbal communication skills (English)
• Strong knowledge of call centre operations, financial acumen and understanding of banking products
• Regulatory compliance knowledge

• Minimum of 5 years in Banking or Financial services, with at least 2 years in a Supervisory role
• Minimum of 3 years' experience with Banking systems

• Maintain a minimum of 90% and maximum of 100% service level
• Ensure sufficient staff on duty and arrange additional staff if required
• Test all phones and systems before and after shifts
• Escalate any technical problems to Management or IT Department for resolution
• Attend meetings when necessary
• Monitor to ensure appropriate assistance is continuously and time wise rendered to customers
• Supervise all staff by monitoring agent movement, activity and productivity in real time
• Monitor staff productivity continuously and ensure sufficient staff on the floor to deal with call volumes
• Manage staff breaks around the daily requirements of the call centre
• Provide support to agents, including product information and problem solving support when required
• Conduct ongoing performance evaluation of staff and hold monthly performance discussions
• Solve staff and client queries
• Summarize all complaints and send to the Complaints Agent for formal feedback
• Provide feedback to clients who experienced issues on that day before the close of business; if unresolved, hand to shift swap Team Leader/ Supervisor
• Submit the daily call centre performance report
• Ensure adherence to disciplinary processes and take action as necessary
• Maintain compliance with company and client policies, ensuring an efficient outsourcing service

Medical cover, provident fund, funeral cover, long service awards, learnerships and bursaries. Employee wellness and recognition programmes provide support and celebration.