Team Leader, Loop Contact Centre at NCBA Group

Job Purpose Statement

• The jobholder manages and provides support for the day-to-day operational management of the Digital Business Contact Centre.
• The role is the second level in the Contact Centre escalation matrix and oversees the performance of Contact Centre operators (Front and Back Offices) to ensure quality customer service at all times whilst complying with the Bank’s established service and regulatory standards.

Ideal Job Specifications
Academic:

•  University degree – Upper Second class.

Professional:

•  Well-developed management and supervisory skills.
•  Up to date with social media world and technology

Desired work experience:

•  Five Years’ experience in banking operations/customer service; interaction with CRM is an added advantage.