Manager: Inbound Call Centre

Purpose of the job:

• The manager will be responsible for the performance of an Inbound Call Centre and ensure to render a sound service to all Postbank customers continuously, identifying, analysing and recommending initiatives to solve problems within the context of streamlining Postbank products and services.

Job Responsibilities:

• Ensure that the Inbound Customer Service Consultants adheres to set customer service standards contained in sectional Business rules and Procedures
• Ensure that trends regarding customer complaints are analysed and that preventative and remedial action is taken to prevent recurrence.
• Establish and maintain quality relations with all parties in business initiatives to ensure customer satisfaction and retention.
• Manage and ensure that service levels are kept above industry targets.
• Manage and ensure that call abandonment rates are kept at a minimum rate.
• Ensure that there is always sufficient capacity to manage Inbound Call Centre (ICC) operations and to avoid abandon calls.
• Ensure that all required management and statistics reports are provided
• Enforce sound processes and procedures to ensure service excellence
• Benchmark and advise top management on procurement of IT systems that would enhance the ICC operations.
• Manage cost of business improvements, understand IT changes and ensure sound investment decisions in ICC technology and other solutions
• Ensure that Key Inbound Call Centre performance indicators and measurements are in place, and the ICC staff understand them.
• Identify growth opportunities for employees, develop competent individuals, direct actions towards the realisation of growth and monitor growth results
• Overall support and management of the ICC staff. Ensure business continuity of sections in the long run Maintain discipline.
• Ability to support multiple projects and systems changes that affects
• Postbank resources and processes, to provide results of an acceptable performance level within an acceptable quality standard Financial cost centre management and reporting
• Ensure the efficient management and control of function / resources in accordance with the stipulations of the PFMA, fraud prevention and risk management principles, corporate governance, legislation, company policies, processes, industry related regulations (FAIS), et

Qualification and Experience:

• Diploma in Commerce Related / Business Admin/Banking/Call Centre/ Marketing related
• At least 5 years’ experience in the Banking or Contact Service Operational environment

Knowledge and understanding of:

• HR Practices and Labor legislation
• ECT acts and legislation around electronic and voice communication
• Understanding of Contact Centre technology / systems including CRM and
• Telephony through previous experience
• Legislation around the Financial Services
• Industry (FICA, FAIS, Banking Act, Reserve Bank Act,
• Sound business knowledge with at least 5 years Customer Services experience
• Solid understanding of Customer Services
• Customer Services best practices
• Excellent implementation of transformation programs
• Project management
• Call centre management techniques
• Call Centre Resource Planning and
• Workforce Management
• Customer Relationship Management techniques

Deadline:3rd July,2026