HR world on behalf of a client in banking is looking for a qualified Contact Centre Senior Officer to manage a team of Customer Relationship Officers (CRO)
Responsibilities
- Optimize on resource
- Act as real-time first-line support to the CROs on customers
- Check, document, and communicate staff attendance
- Analyze and report on attendance trends including absences, sick offs, etc
- Cost staff on productivity parameters
- Monitor, analyze, and report on staff productivity per shift/ per day and document trends
- Conduct performance reviews and appraisals
- Recommend and execute performance improvement plans and actions
- Monitor skill performance and service levels and take necessary intraday actions for improvement.
- Manage staff leave uptake through scheduling and documentation of ERP system of all leave types
- Communicate any staff welfare issue including sickness, admissions, and relate occurrences
- Document monthly team leadership returns
- Manage disciplinary issues in the team and escalate for further action cases that required leadership of HR support
- Conduct daily/weekly team meetings and cascade pertinent information to the team
- Monitor and support staff with system issues including access, availability, and usability of resources
- Conduct live and remote listen-ins with each CRO to check performance in real-time
- Attend and document at least one coaching session per CRO per quarter and track areas of improvements and initiatives for each team member
- Collect and document training needs
- Ensure all CRO and team interaction sessions are documented, signed, tracked, and filed
Qualification
- Experience in the bank or in a similar role in another organization
- At least a degree from a recognized university
- Must have at least five years’ experience in a similar role
Interested candidates may send their CV to recruitment@hrworld.co.tz before 5th September 2021