The Call Centre Supervisor oversees the daily operations of the bank’s call centre, ensuring exceptional customer service, adherence to banking regulations, and achievement of performance targets.
He/She will lead a team of customer service advisors, monitor call quality, resolve escalated issues, and drive operational efficiency.
Key Result Areas:
Team Management: Supervise, coach, and mentor a team of call centre agents to ensure high performance, motivation, and adherence to bank policies.
Customer Service Excellence: Monitor customer interactions to ensure professional, accurate, and timely resolution of inquiries, including account issues, transactions, loans, and product information.
Performance Monitoring: Track key performance indicators (KPIs) such as call resolution rates, average handling time, and customer satisfaction scores; provide feedback and implement improvement plans.
Issue Escalation: Handle complex or escalated customer complaints, ensuring resolution in line with bank policies and regulatory standards.
Training & Development: Conduct training sessions on banking products, customer service techniques, and compliance requirements; onboard new hires.
Operational Efficiency: Optimize workforce scheduling, manage call volume, and ensure adherence to service level agreements (SLAs).
Compliance: Ensure all interactions comply with banking regulations, data protection laws and internal policies.
Reporting: Prepare and analyze performance reports for management, highlighting trends, issues, and recommendations.
Process Improvement: Identify and implement strategies to enhance call centre processes, technology utilization, and customer experience.
Minimum educational and technical competence requirements:
Bachelor’s Degree in Business Administration, Marketing or other relevant field.
At least two years’ experience within front line service delivery in a commercial environment
Strong data analytical skills
Service Management training.
Computer literacy i.e. proficiency in Microsoft applications.
Adept at social media management
Ability to engage widely in a large size firm.
Effective business communication and leadership skills.
Good planning and organization skills to implement plans consistent with customer experience strategy.
Client account management knowledge of complaints handling frameworks, processes and tools.
Position carries an attractive salary and benefits package.
