Overall Purpose of the Job: To effectively manage a level 1 Inbound team in the CCC (Customer Contact Centre).  

This would include ensuring effective Client Communications, Client service, administration and manage the Projects Team. Daily management of level 1 inbound team to achieve overall company objectives, through excellent customer service. To ensure that all staff members provide a superior customer service to internal and external customers via all contact channels and all media. 

Minimum Qualifications and Experience: 

• Grade 12/Matric or relevant qualification 

• Tertiary Qulaification (advatgeous) 

• Customer Service supervisory experience in a Call Centre environment would be advantageous 

• Computer literacy essential (MS Officce suite, MS Word, Excel, Outlook, Powerpoint, Listener) 

• Tertiary qualifications are an advantage 

• Code 08 Drivers Licence / own reliable transport to work 

Main Duties: 

• Work weekends and public holidays in line with business operational requirements. 

• Manage customer service levels for incoming calls, workloads, and queues. 

• Manage call-back times, abandonment rates, and staff adherence, ensuring full team complement through effective resource planning, agent allocation, and attendance register updates. 

• Manage absenteeism, vacancy rates, and staff turnover within the team. 

• Ensure team members are logged into Fidelity ADT systems on time and for the full shift duration. 

• Monitor adherence to schedules, availability to serve, call duration, and wrap-up times. 

• Ensure all customer interactions are accurately captured on applicable systems (including LSN notes). 

• Ensure team members deliver effective solutions to client issues across all contact channels in line with quality standards, driving a culture of going the extra mile for both internal and external customers. 

• Manage all client communication channels as required (email, website chat, WhatsApp, CRM chat, etc.) to maintain excellent service levels. 

• Manage cancellations and client attrition within the team. 

• Ensure monthly compliance with all SOPs and scripts. 

• Ensure all internal and external reporting requirements (daily, weekly, and monthly) are met. 

• Attend meetings as required and present reports when necessary. 

• Handle client complaints, enquiries, and escalations where customers request to speak to a Supervisor or Manager. Take ownership of resolution and ensure proper follow-up. 

• Ensure all escalation processes are followed according to agreed procedures. 

• Ensure staff are trained to required standards and that continuous coaching, monitoring, and development take place, including one-on-one sessions. Oversee staff welfare. 

• Enforce discipline and house rules in line with company policy. 

• Foster a culture of accountability and respectful communication within the team. 

• Conduct merit assessments for staff demonstrating exceptional performance and customer service excellence. 

• Interview potential candidates for employment. 

• Collaborate with peers to implement and maintain best practices. 

• Drive new business initiatives and promote products (e.g., Secure products and Fidelity Insure) through the team. 

• Achieve QA (Quality Assurance) KPIs and SLAs within the team. 

• Ensure team members remain updated on all changes and additions to the knowledge base. 

• Perform ad hoc responsibilities in line with business requirements, KPIs, changes, and objectives. 

Special projects: 

• Collaborate with Call Centre Managers to lead and manage project initiatives, ensuring successful implementation, alignment with operational objectives, and effective execution within the Inbound team. 

 Behavioural Competencies:  

• Ethical Practice 

• Leadership & Navigation 

• Business Acumen 

• Relationship Management 

• Consultation 

• Critical Evaluation 

• Administrative 

• Advanced communication 

• Decision making 

• Professionalism 

• Driven and Passionate  

• Change management 

• Interpersonal skills 

• Computer literate 

• Numerate 
  
  
• Analytical 

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.