JOB PURPOSE

The primary function of the Customer Contact Centre Supervisor is to coordinate and oversee the daily operations of the Customer Contact Centre. This includes providing weekend and holiday shift coverage, monitoring Customer Contact Centre Representatives (CCR’s) activity when necessary. The supervisor is also expected to monitor and ensure that all Customer Contact Centre procedures are performed in accordance with the objectives in the organization and within the guidelines of the Bank.

KEY RESPONSIBILTIES 

• Operations
• Customer Service Management
• People Management
• Personal Leadership & Development
• Team Leadership & Development
• Risk Management

MAIN ACTIVITIES

Operations.

• Daily Supervision of the CCR’s.
• Provide support to CCR’s by addressing questions, issues, concerns, and responding to client request.
• Run and analyze Customer Contact center system reports to maintain standards at the Customer Contact Centre.
• Ensure compliance with both internal and external regulatory
• Responsible for Contact Centre SLA, answer rates and resolution rates.
• Contact center management reports

Customer Service Management

• Follow up of escalated customer issues
• Follow- up of customer complaints.
• Check in calls on service with branches

People Management

• Train, monitor and coach contact center representatives. 
• Act as liaison between Management and the Customer Contact Center 
• Perform CCR’s appraisals 
• Coordinate team meetings

Personal Leadership & Development:

• Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
• Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
• Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
• Work Collaboratively Collaborate with others and value their contribution.
• Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
• Think and solve problems, analyze and consider the broader context to develop practical.
• Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
• Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
• Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
• Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

DECISION MAKING AUTHORITY

• Customer resolution as per the contact center policy and procedure manual.
• Customer issue escalation as per the contact center policy and procedure manual.
• Customer complaints escalation as per contact center policy and procedure manual
• Customer complaint register as per the CBK complaints guidelines.

ACADEMIC BACKGROUND

• A university degree from a recognized institution.

WORK EXPERIENCE

• A minimum of five years bank experience with at least three years experience in Branch operations.
• Experience in customer service environments will be an added advantage.
• Experience in Contact Centre will be an added advantage.

SKILLS & COMPETENCIES

• Proven interpersonal and communication skills.
• Knowledge of computer and communication systems.
• Excellent verbal and written communication skills
• Team management
• Superior problem-solving skills
• Ability to explain detailed instructions articulately and clearly
• Attention to detail
• Adaptability & Team work
• Work under pressure
• Multitasking skills.
• Excel and reporting skills