Team Leader, Inbound 1st Level at National Bank of Kenya

Job Reference No: NBK/OPS/04/2026
Position Scope:

• This position is responsible for ensuring customer service needs are met by coordinating and adjusting inbound and outbound call traffic in a timely manner.

Key Responsibilities:

• Coaching and mentoring direct reports
• Carrying out performance appraisals at appropriate times.
• Oversee and assist in resolving escalated operational and customer service issues.
• Provide day-to-day supervision and guidance of direct reports
• Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
• Ensure all subordinates comply with documented rules, regulations & operational processes.
• Regular review of Agents’ calls in order to make recommendations for improvement.
• Responsible for one on one and group motivational sessions.
• Identify individual and group training needs and ensure relevant training.
• Handling on-the-spot decisions/questions that come from Contact Center staff.
• Liaison and communication between the Contact Center and resolution units.
• Assist with difficult situations that require investigation.
• Forward staff suggestions for improvement to the Unit Head.
• Overseeing post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services.
• Monitor attendance of subordinates and ensure accuracy of hours worked.
• Responsible for overall management of entire shift (i.e. Nights and weekends).
• Ensure customer satisfaction by researching, resolving and documenting customer concerns.

Education/Professional Qualifications, Skills & Experience:

• Bachelor's degree in a business-related field from a recognized University.
• Master’s degree will be an added advantage.
• Minimum of 4 years in a bank and/or corporate solutions and/or payment institution.
• Experience in cards and electronic business will be an added advantage.
• Demonstrates the ability to balance departmental operational needs with employee scheduling requests while engaging in diplomatic and constructive discussions with direct reports.
• Exercises independent judgment and takes responsibility when making necessary operational and peoplemanagement decisions.
• Effectively manages and addresses quality assurance scoring challenges through professional engagement with management.
• Consistently demonstrates sound judgment and strong problem-solving capabilities in day‑to‑day operations.
• Communicates effectively through excellent written, verbal, and interpersonal communication skills.
• Maintains a high level of organization to ensure smooth coordination of tasks and responsibilities.
• Applies excellent time management skills to prioritize workload and meet deadlines.
• Builds positive working relationships through strong interaction and engagement skills.
• Learns new skills quickly and applies them effectively in a dynamic work environment.
• Works effectively and respectfully with individuals from diverse backgrounds and cultures.
• Provides strong leadership to guide, motivate, and support team members.
• Coaches, influences, and develops team members to achieve individual and organizational goals.
• Demonstrates initiative by taking ownership of responsibilities and driving improvements.
• Promotes teamwork and manages conflict constructively to maintain a productive work environment.
• Ensures effective organization and coordination of team activities and resources.
• Applies general managerial and administrative skills to support operational efficiency.
• Maintains a strategic focus and orientation aligned with organizational objectives.
• Upholds integrity and discretion in handling sensitive information and decisions.
• Operates in a proactive manner, anticipating challenges and acting ahead of time.
• Demonstrates entrepreneurial thinking by identifying opportunities for improvement and innovation.
• Applies strong analytical and problem‑solving skills to evaluate situations and recommend solutions.
• Displays resilience and tenacity while maintaining high ethical standards under pressure.
• Engages effectively with others through strong interpersonal skills