Job Description
Lead and manage the day-to-day operational activities of the
Contact Centre and liaise with line two and three functions in ensuring service
delivery standards are achieved, staff performance is effectively managed, and
customer experience is consistently enhanced through efficient people, process,
and performance management.
KEY PERFORMANCE INDICATORS
- Timely
submission of documented Training Need Analysis, induction plans, and
monthly progress reports.
- Achievement
of quantitative and qualitative performance KPIs as defined in the
personal score card
- Number
and quality of documented performance improvement actions and escalated
issue resolutions.
- Staff
engagement levels and adherence to policies and procedures.
- Accuracy
and timeliness of operational and productivity reporting.
- Leads
Qualification and Conversion Rates
- Campaigns
Reach Rate
KEY RESPONSIBILITIES
- Develop
and implement initiatives aimed at driving continuous performance
improvement and development of all contact centre & frontline branch
staff members through building skills, knowledge and overall competence.
- Deliver
productivity and achievement of service quality targets.
- Develop,
deliver and evidence robust performance management practices within the
contact centre team such as a coaching culture with positive performance
and behavioural results.
- Manage
complex enquiries that cannot be resolved to the customer’s satisfaction
at first point of contact preventing these from escalating into
complaints.
- Produce
timely and accurate management information & reports to be cascaded to
stakeholders within the deadlines set.
- Ensure
workload and demand is constantly reviewed and members of staff are fully
optimized to ensure delivery of SLA and compliance through accurate
forecasting and planning.
- Contain
customer complaints through development of initiates to drive effective
customer contact management by all team members.
- Drive
process improvement through reliable root cause analysis, customer and
staff feedback, leading to time bound action plans that deliver
productivity, quality and process/cost optimization.
- Manage
relationships across peers, teams, functions and business partners as
required ensuring a supportive collaborative culture is developed and
maintained to aid continual improvement.
- Plan
and prioritize the ever-changing workload to ensure all required deadlines
are regularly achieved.
- Maintain
professional and technical knowledge by tracking emerging trends in
Contact Centre Operations management
- Manage
all outbound and telesales campaigns
- Drive
compliance to bank policies, procedures, process flows, SLA, consumer
protection Act and closure of all audit items.
- Any
other duties as shall be assigned from time to time
MINIMUM QUALIFICATIONS/EXPERIENCE
Education
Undergraduate degree from a recognized university preferably
in business or social sciences
Professional Qualifications
Certification or training in Contact Center Operations
Knowledge and Skills
- Excellent
interpersonal skills, proactive, result oriented, confident, energetic and
able to work under pressure with a positive attitude.
- Policy
interpretation and compliance
- Data
Analysis and Reporting
- Knowledge
of Insurance and Banking Operations.
- Knowledge
of banking laws and regulations
- Performance
and productivity Management
- Omnichannel
and CRM System use proficiency
- Telesales
and Retention Campaign Management
- Demonstrated
knowledge of Managing Diaspora Customers
Experience
At least 5 years total working experience in a customer
experience role with at least 2 years in a contact centre leadership role.
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A
REQUIREMENT)
- Masters
Degree
- Lean
Six Sigma Certification
COMPETENCIES REQUIRED
- Demonstrated
leadership abilities.
- Good
interpersonal and communication skills
- Strong
analytical problem-solving skills.
- Confidence,
patience, politeness, tact and diplomacy, when dealing with difficult
situations.
- A
commitment to improve your own customer service skills in an ongoing
basis.
- Flexible
and able to maintain performance and composure in dynamic, high-pressure
environments.
- Knowledge
of Power BI & Survey Tools