Overview
Job ID: 28180
Job Sector: Banking
Closing Date: Oct 23 2017
Country: Tanzania
Region/State/Province/District: Dar es Salaam Region
Location: Dar es Salaam
Job Details
Retail & Business Banking
Job Purpose
To lead the inbound and outbound contact centre functions to deliver services, sales, retention and on-boarding functions to all segments in the personal and business banking department, which align to the business and distribution strategies to achieve customer satisfaction and financial objectives
Key Responsibilities/Accountabilities
To develop and run the Contact Centre sales and service delivery offerings to meet customers’ dynamic needs.
To manage the daily functioning of the Contact Centre to ensure sales, service, on-boarding and retention delivery standards are met and maintained in line with banks defined standards.
To use analyzed data and feedback/observations to initiate or approve recommendations on key performance indicators, processes, operations of the Contact Centre in order to improve performance and customer experience.
To action on escalated customer complaints and also ensure customer inquiries, queries and complaints are resolved as per the Banks Customer Service standards, policies and guidelines.
To guide the Team Leaders and all other roles in the Centre to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient functioning of the contact centre.
To actively support the Bank’s policy and best practice in the area of risk, compliance and security, with particular emphasis to protection of sensitive customer information.
To analyze performance, highlighting problem areas and identifying improvement actions to ensure set performance goals of the Centre are met.
To identify, initiate and drive projects that are geared to improve performance of the customer contact centre.
To undertake regular one-on-one meetings, team meetings, training, counselling and coaching sessions for direct reports and all Centre staff to ensure staff engagement and people development.
To conduct regular performance appraisals and remuneration reviews for direct reports and also ensure all Centre staff are regularly and fairly apprised.
To plan and manage the Contact Centre expenditures to ensure the Centre is run within the allocated budget.
Preferred Qualification and Experience
Proven call centre management experience, including a clear understanding of call centre technology
An ability to think and act at a strategic level
Budgetary creation and management
Experience in supervising, leading and directing a team in a service unit
Experience in training, coaching and facilitation
Knowledge/Technical Skills/Expertise
University Degree in a relevant field
Certification in Call Centre Operations
Sound knowledge of Customer Administration, Soft Skills and Query processing architecture
Bank systems and Products are an advantage
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