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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Manager - Telephone Banking |
| Position Code: | 147 | | Career Level: | 4 |
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Responsible for
Managing the telephone banking centre which is responsible for the efficient answering of all customer inquiries, consistent with agreed service levels. |
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Reports To
General Manager, Customer Service or State Manager. |
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Supervises
A team of Telephone Banking Staff. |
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Main Activities
Providing quality customer service for all customer inquiries to consistently meet customer expectations.
Maximising staff performance levels and job satisfaction to achieve and maintain agreed target levels for turnover and morale.
Ensuring training is provided for all operators prior to implementation.
Encouraging innovative action and criticism and process improvements.
Ensuring peak periods are anticipated and serviced appropriately by efficient management of technical resources.
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Key Skills
Ability to analyse complex information and to make logically based judgments of the best course of action.
Consistently delivers quality service and processes which meet User expectations at the most efficient cost.
Using appropriate interpersonal styles and methods to inspire and guide individuals or groups towards goal achievement.
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Internal Contacts
Specialised internal teams, technical support specialists. |
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External Contacts
Customers. |
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Typical Experience
At least 5 - 6 years in customer service management, of which at least two years has been as a Team Leader. |
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