dfcu Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the position of Team Leader- Call Centre in our Commercial Domain to support our expansion strategy.
REPORTING TO: Manager- Call Centre
Job Purpose:
Reporting to the Manager- Call Centre, the role holder will be responsible for supervising communication, quality of advisors and coordinate all complaints, inquiries, queries logged through the call center, ensuring follow up, closure and root cause elimination within the compliance framework.
LOCATION: Kampala

key accountabilities:
• Real time on-the-call monitoring of agents, identify gaps, coach and ensures response quality accurate and articulated engagements in line with agreed scoring across all media.
• Measure agent performance providing daily, weekly, and monthly results, insight to improvement, guidance, and feedback.
• Probe agents before and after calls to uncover missed opportunities to convert information requests, complaints and compliments into repeat sales, referrals, and salvaged accounts.
• Prepare reports such as complaints analysis, root cause analysis, outstanding issues, and statistics per agent.
• Propose shift patterns based on agent performance.
• Provide early alerts for Channel Monitoring for ATM availability, E-banking channels, VISA risk management Realtime service levels required for agent execution.
• Actively monitor risk, compliance, and security, with particular emphasis to protection of sensitive customer information.
• This is a central point of all customer experience escalations; receives, classifies, and dispatches complaints or queries to relevant departments.
• Analyze, investigate and follow up on customer complaints to full closure.
• Flag risk from customer complaints issues arising and checks to confirm that root causes of key issues have been addressed with corrective action for non-recurrence.
• Maintain customer related information for accurate record keeping.
• Escalate situations requiring urgent attention.
• Liaise with the Quality Assurance officer for daily incident reporting and monthly performance.

Qualifications, Experience and Competencies Required:
• Bachelor’s Degree in Business or related field.
• At least three year’s working experience in a Financial Institution within Call Centre operations.
• Knowledge of Core banking system operations and call centre systems for solutioning.
• Good product/service and job knowledge.
• Knowledge of the operating tools for Call Centre Monitoring, Card Management System, Quality Assurance.
• An understanding of VISA Risk Management.
• An understanding of channel monitoring systems and framework.
• Broad working knowledge of Customer Administration, Soft Skills and Query processing.
• Quick thinking and good problem-solving skills.
• Dependable and able to carry out independent assessments with integrity.
• Good interpersonal skills, communication, and telephone skills; able to write and communicate with ease and efficiency and able to deal with clients directly.
• Organized and efficient.