Job Purpose:
To provide effective supervision, guidance, training, coaching and mentorship to Contact Centre Representatives (team/individual) on Customer interactions and Service tasks, while tracking relevant operational performance metrics that impact on the delivery quality Customer interactions.

Key Responsibilities:
• To supervise, coach and develop the team effectively in order to deliver the highest standards of Customer service and maximize individual/team potential.
• To analyse and report on Customer related and operational processes, complaints, complements queries and service issues.
• To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
• To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
• To ensure a clear business focus and attention on sales leads identification, development and finalization to enhance Customer relationships.
• To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed TATs (turnaround times).
• To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
• To develop and implement Contact Centre schedules and ensure the team adherence to schedules.
• To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs in liaison with the Contact Centre Training Manager.
• Monitoring and tracking daily costs.

Skills and Requirements:
For the above position, the successful applicant should meet the following criteria,
• A University degree in relevant business discipline, any professional Qualification in General Banking is an added advantage.
• At least 3 years’ experience in Teller, customer service, back office and sales.
• Excellent planning and organization skills.
• Basic customer relationship management knowledge.
• Thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
• Leadership capacity, including strong communication, negotiations and interpersonal skills, with the ability to motivate staff.
• Self- driven, flexibility, focus and attention to detail.
• Open to new ideas in a rapidly changing business environment.