JOB REPORTING TO: Senior Manager Contact Centre

JOB PURPOSE

The purpose of this role is to be responsible for managing Contact Centre operations including specialized desks of social media Email and Diaspora customers and ensuring KPIs are met as per call Bank's established standards.

ACCOUNTABILITIES

• Managing daily operations by monitoring key metrics to ensure service delivery to customers is of high standards
• Analyses customer interaction and perform trend analysis to reduce unnecessary contacts by looking at the nature of the queries and advising business units to improve product or processes, which affect customers
• Ensuring Congestion free access to Contact Centre by active involvement in all call reduction initiatives
• Creating a service differentiator through extremely effective service recovery and quality of resolution
• Contributes to the development of the Contact Centre Unit business plan in line with overall business strategies
• Identifying opportunities to enhance First call resolution, reduce AHT through platform enhancements to Improve Quality of Experience and reduce costs
• Prepare forecasting of customer interactions to assist with weekly scheduling preparation bearing in mind volumes of queries across all Contact Centre channels to bring a high level of efficiency and excellent customer experience
• Preparing reports and analyzing data to assist management as they determine Contact Centre goals
• Perform quality checks of customer interaction and provide feedback to agents for praise and improvement
• Contribute to the development, review, and implementation of Contact Centre policies, procedures, manuals, and circulars to ensure that they are aligned with current business and statutory requirements, and that are complied with by Contact Centre Staff
• Ensuring agents and supervisors understand and comply with all Contact Centre objectives, performance standards, and policies
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Working with supervisors and management to support agents and maximize customer satisfaction

OTHER RESPONSIBILITIES:

      People Management Functions:

• Coach and mentor assigned team on daily basis, and recommend development plans to senior manager Contact Centre to ensure their performance is aligned with business goals and objectives
• Create a good environment atmosphere by treating supervisors and agents fairly and with respect at the same time promoting excellent interpersonal relationships among team members.
• Draw gap analysis to assist in the creation of training needs for the agents

       Customer Focus Functions:

• Provide high quality of performance in all active Contacts, applying extra efforts to give a solution to customers especially as a second level escalated by agents to ensure as much as practicably possible an effective solution is availed to customers
•  Follow up with respective business units on customer complaints and escalated issues from agents to ensure solutions are availed to customers on time as per Bank’s standards.
• Identifying opportunities to enhance first call resolution to reduce Average Handling Time (AHT) through platform enhancements to improve the quality of experience and reduce the cost of operations

        Business Functions:

• Assist Senior Manager Contact Centre in management of the Centre to ensure efficient and effective utilization of resources and attainment of Centre’s performance targets
• Participate in the development of the budget for the unit activities and expenses as per agreed limits
• Assist in the preparation of daily weekly, monthly, quarterly, and annual reports to the management

EDUCATION EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED

• At least 3 year’s experience in a leadership role or Contact Centre supervisory experience may be required
• Degree in Business Administration or Equivalent
• Proficiency with technology, especially computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Excellent problem-solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Knowledge of Operating Processes and Systems
• Ability to manage teams of different backgrounds and cultures
• Analytical thinking

• Contact Centre Metrics
• Intermediate Microsoft applications

• Able to operate in a performance-driven organization

• Customer focused

• Strong Interpersonal Skills
• Personal Integrity

• Strong Communication skills