Job Description

The Fleet Managed Maintenance Contact Centre Team Leader supervises a team to resolve queries and complete administration duties The incumbent ensures the team reaches target by monitoring individual performance on a constant basis and coaches the team to give constant real-time support in terms of query resolution The incumbent must be knowledgeable on all aspects of the Fleet products, processes and systems and be able to work effectively with clients and merchants An important function of the role is to support the Fleet Maintenance Manager Manages and reports on cost usage that reflects delivery of planned work within agreed parametersPromotes diversity within the teamManages productivity standards, the abandoned call rate, overall call quality and service level of the teamProvides an advisory service and consults with business in order to recommend controls and processes to ensure legislative compliancePromotes teamwork amongst peers and team membersParticipates in planned activities that are appropriate for own and staff developmentManages people performance in the area of responsibilityManages the business processes for area of responsibilityEnsures continuous process improvement to enable effective operational processesEnsures an efficient level of administration and query resolutionCreates solutions to meet customer demandsJob Details

Application Closing Date

04/07/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.