Job description
REF: CCM/11/2017- CONTACT CENTRE MANAGER
I&M bank is seeking to recruit a competent and highly motivated individual for the following position in Customer Service Delivery Department:
REF: CCM/11/2017- CONTACT CENTRE MANAGER
Job Summary:
The job holder will be responsible for planning and implementing contact center strategies and operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences.
Key Responsibilities:
The Incumbent will report to the Senior Manager-Customer Service Delivery and will be responsible for:
Determination of contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure the
Contact Centre positively contributes to the I&M Bank overall strategy.
Identification, evaluation and implementation of state-of-the-art technologies that result in efficient operations and an improved customer experience.
Maintaining and improving Contact Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these SLA’s.
Preparing Contact Centre performance reports by collecting, analyzing, and summarizing data and trends. Ensuring the Banks performance is within the set benchmarks.
Ensuring all relevant communications, records and data are updated and properly stored.
Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices.
Accomplishing the organization’s goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Regular process review to ensure risks are managed and procedures followed.
Handling escalations and difficult calls where more expertise is required.
Minimum Requirements:
Business related degree holder from a recognized University
Banking qualifications desirable
At least five years’ experience in a financial institution preferably a bank with familiarity to the Contact Centre management function
Innovative and creative thinking skills.
Ability to work under pressure.
Excellent communication and interpersonal skills;
Strong planning and organization skills;
Strong people management and change management skills;
Excellent customer service skills
Highly motivated, proactive, flexible and result oriented
Strong Problem solving and decision making skills
Has strong commercial awareness
If you believe you meet the above requirements, please send your application together with a comprehensive curriculum vitae indicating your qualifications, present position, contact and names of three referees. Your application should reach the below address on or before 7th December, 2017. Please quote reference number followed by the position applied for in the application
