Manager, Contact Center Operations at KCB Bank Kenya

Key Responsibilities

• Work with the leadership team to develop and implement strategic plans for the centre.
• Monitor and analyze key performance indicators (KPIs) and all operational performance reports to identify opportunities for improvement. 
• Build and develop workforce management processes, and collaboration to deliver desired workforce results and align workforce capacity and capability with business strategies while enhancing operational efficiency.
• Develop and implement service improvement initiatives and processes for the business from Customer feedback obtained from Contact Centre to optimize the Divisions operations.
• Oversee the preparation of workforce performance and staffing requirements analysis for continuous quality and productivity improvement.
• Ensure that the Contact Centre is leveraging on the latest technology in the market by leading and involvement in projects within Customer Excellence and KCB Bank Group. 
• Ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class contact Center. 
• Ensure Contact Centre Services are adhered to, to maintain high level performance of the service and support teams.

Daily Responsibilities

• Overseeing daily operations: Ensure that the Contact Center is running smoothly and efficiently by tracking and monitoring daily Service Levels, operational performance reports and taking requisite actions to meet set service targets.
• Planning and forecasting: Develop and maintain the centre’s staffing plan and forecast to ensure that resources are aligned with demand. 
• Analysis of top customer pain points and craft action plans to reduce/eradicate them.
• System/technology management: Daily monitoring and reporting of systems issues and any other incidences affecting operations at the centre while taking requisite actions to mitigate.
• Managing Resources: Manage the contact centre OPEX budget, control costs, and make recommendations for cost-saving measures.

Challenges:

• System downtimes and unplanned absences.

Academic and Professional Qualification:

Education

• Bachelor’s Degree    Any Business-Related Field

Professional Qualification 

• Contact Centre Operations Management or Related Field  
• Master’s Degree    Business Related Field  

Experience: 

• 6 years Total number of years in the same role 
• 5 years Contact Centre Operations Experience
• 3 years Leadership