Communication Centre: Support Manager - Rosebank - Johannesburg
Outside Capital
The Communication Centre: Support Manager will contribute to the high standard of quality client service to both financial intermediaries and investors and manage a team of consultants. Leadership: Leading team members to achieve Client Service's strategic objectives Growing and implementing the vision for the Communication Centre Client Servicing: Delivering on contracted SLA's Provide resolution & guidelines for technical and escalated enquiries and complaints Liaison role between Communication Centre, Client Services and Sales teams Creating a culture of Treating Customers Fairly in the Communication Centre Decision Making: Prioritisation / delegation of work Analysing data and making data driven decisions Management of workflow and efficiencies Managerial Functions: Performance Management Recruitment General people management Implementation of management structures and team processes Coaching & Training: Ongoing Coaching & identification of training and development needs Liaison and contracting with the coaching and training teams Contracted development plans for team members Matric / Grade 12 Relevant financial qualification and completion of Regulatory Exam 1 3 – 5 years Glacier experience with exceptional Glacier product and process knowledge Proven Call Centre management experience will be an advantage
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