Key Responsibilities

Team Leadership and Performance Management

• Lead a team of agents, ensuring they meet individual and team performance targets.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews to provide feedback and guidance.
• Motivate and inspire agents to deliver excellent customer service and meet or exceed KPIs.

Operational Oversight

• Monitor real-time team performance, call handling, and queue management to maintain service levels and optimize resource allocation.
• Address escalations and complex customer issues, ensuring timely and satisfactory resolution.
• Ensure adherence to OSH, bank & contact centre policies, processes, regulatory and compliance requirements.

Training and Development

•  Identify training needs within the team and collaborate with the CX Knowledge Management Team and the Finserve Operations Team to enhance skills, product knowledge, and customer service capabilities.
• Onboard and mentor new agents, ensuring a smooth transition into the team and alignment with service expectations.
• Promote a culture of continuous learning and improvement.

Customer Experience Management

• Ensure that agents consistently deliver high-quality, personalized service to mass market customers across multiple touchpoints.
• Monitor and improve customer satisfaction by identifying and addressing gaps in service delivery.
• Provide support and guidance to agents in handling challenging customer interactions.

Reporting and Insights

• Track and analyze team performance metrics, providing regular reports to the Manager, Retail Support.
• Use insights into performance data and customer feedback to recommend and implement improvements.
• Participate in daily or weekly briefings to communicate updates, share performance results, and align team objectives with departmental goals.

Compliance and Risk Management

• Ensure that all team activities comply with regulatory, risk, and operational standards.
• Monitor potential risks in customer interactions and implement corrective measures where necessary.

Qualifications & Experience

• Bachelor’s degree in finance, Accounting, Economics, Business Administration, Computer Science, Information Technology, Engineering equivalent from a recognized institution of higher learning.
• Minimum of 2 to 4 years’ experience in service centre environment.
• Two (2) years of experience in a supervisory role is an added advantage.
• Proficiency in IT and contact center systems
• Knowledge in Banking operations is an added advantage.