Contact Centre Manager at Equity Bank

Job description

Job Purpose

The purpose of the Contact Center Manager role is to develop and implement strategies, operations and processes in order to deliver a superior and highly differentiated customer experience across all customer contact touch points (Contact Center, Self-care platforms) in line with overall Finserve strategy.

Reporting to the GM - Marketing and Communication (Finserve), the ideal candidate will manage a team of Customer Center agents (level 1 and Level 2) on a day-to-day basis, overseeing operations, staff productivity, HR issues as well as offering supervision and leadership.

Key Responsibilities will include;

• Actualizing the contact center strategy to deliver a superior and highly differentiated customer experience across all customer contact touch points.
• Identifying all stakeholders impacting delivery of the contact experience service goals then establish and run periodic meetings that will ensure efficiency across all the internal departments.
• Instituting contact center governance with the end goal being service level agreements, with all documentation (Standard Operating procedure) including penalties for non-adherence .
• Providing process manuals across all touch points to ensure consistency of service (contact center, self-care platforms etc).
• Offering Customer empowerment to increase self-service and reduce repeat calls and support cost per customer.
• Recruiting the right talent in consultation with function head and HR as per defined recruitment guidelines.
• Developing and motivating team members through structured training and on the job coaching.
• Conducting performance reviews and appraisals as well as recommend and execute performance improvement plans and actions.
• Recommending appropriate reward and recognition programs
• Monitoring, analyzing and reporting on staff productivity per shift/ per day and report trends
• Managing day-to-day operations including staff attendance, leave management, staff welfare, disciplinary issues etc

Required Qualifications and Experience

• Undergraduate degree in Social Sciences, Business Management or related field.
• Possession of a Masters degree will be an added.
• A minimum of five years’ experience in service industry.
• At least three years’ experience serving as an Operations Manager of a voice call centre and preferably in Telecoms Industry.
• Professional qualifications in customer Service and Quality is desirable
• Working knowledge of quality management systems e.g. Lean, Six Sigma, Continuous Improvement programs an added advantage.
• Strong communication and facilitation skills, with demonstrated ability to collaborate with different individuals across the business to problem-solve issues, develop recommendations, and execute on next steps.
• Excellent financial, business understanding and acumen, and numerical skills.
• Ability to coach, mentor, train and transfer skills to others.
• Adherence to a code of conduct and ethical guidelines.

Desired Behaviorial Competencies

• Customer relationship management skills
• Strong communication skills
• Strong Interpersonal skills & people centric.
• Strong stakeholder Management skills
• Project management Skills & Time Management