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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Team Leader - Telephone Banking |
| Position Code: | 148 | | Career Level: | 3 |
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Responsible for
Providing internal and external customers with the highest standard of professional customer service through effective supervision of a team of customer service representatives. |
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Reports To
Manager - Telephone Banking. |
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Supervises
A team of Telephone Banking Staff. |
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Main Activities
Meeting agreed service levels and providing quality customer service. Ensuring that customer service officers provide prompt, efficient and friendly service.
Managing resources efficiently in line with business needs.
Training new Customer Service Officers in the organisation's product lines and processing systems.
Facilitating higher morale and productivity. Reviewing and redirecting performance.
Providing feedback to management regarding issues/problems being experienced by the team and ensuring that all information required by management is provided on time.
Ensuring individual development improves unit, team and individual performance.
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Key Skills
Strong people management skills.
Good team player.
Operational/resource management skills, planning and organisational ability.
Excellent communication skills.
Excellent telephone skills.
Ability to guide and motivate individuals and a group to achieve desired outcomes.
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Internal Contacts
A number of specialised internal teams, technical support specialists. |
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External Contacts
Customers. |
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Typical Experience
At least 3 years customer service experience with 6 - 12 months at a supervisory level. |
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