Call Centre Assistant Manager

Hello Group is seeking to appoint a dedicated Risk and Compliance Manager to enhance our ability to manage and mitigate risks effectively. This critical role will focus on risk assessment, regulatory compliance, fraud prevention, operational resilience, and overall risk management strategies. The Risk and Compliance Manager will play a pivotal role in ensuring that Hello Pay, as a merchant services provider subject to SARB audits, operates within all regulatory and operational risk frameworks.

Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.

We are seeking an experienced Call Centre Assistant Manager/Team Leader with a minimum of 4+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of 100 Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards. This is position requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment or similar.

• Minimum 4+ years of experience in a Call Centre management/team leader role
• Proven track record of managing a large Call Centre team
• Proven ability to lead, develop, and inspire a team in a high-pressure, customer focused environment.
• Strong knowledge of Call Centre technology, including CRM systems.
• Proven Microsoft Suite and Excel Skills.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyse data, identify trends, and make informed decisions.

• Training of Customer Service Consultants to maintain a high-performing team.
• Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
• Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members skills and performance.
• Dealing with Employee related issues and with Disciplinary procedures.

• Oversee all daily Call Centre team, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
• Develop, implement, and continuously improve the customer experience.
• Address and resolve escalated customer issues and complaints promptly and professionally.

• Establish and monitor key performance indicators (KPIs) to ensure high service standards.
• Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
• Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.

• Produce weekly and monthly reports for management, with actionable insights and recommendations for continuous improvement.

• Enhance product knowledge, customer service skills, and compliance awareness within the team.
• Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.

• Lead or support outbound campaigns and special projects.