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