Contact Centre Supervisor Job Sidian Bank

Customer Service Jobs. Sidian Bank Jobs

JOB PURPOSE

The primary function of the Customer Contact Centre Supervisor is to coordinate and oversee the daily operations of the Customer Contact Centre. This includes providing weekend and holiday shift coverage, monitoring Customer Contact Centre Representatives (CCR’s) activity when necessary. The supervisor is also expected to monitor and ensure that all Customer Contact Centre procedures are performed in accordance with the objectives in the organization and within the guidelines of the Bank.

Key Responsibilities

• Operations
• Customer Service Management
• People Management
• Personal Leadership & Development
• Team Leadership & Development
• Risk Management

MAIN ACTIVITIES

Operations.

• Daily Supervision of the CCR’s.
• Provide support to CCR’s by addressing questions, issues, concerns, and responding to client request.
• Run and analyze Customer Contact center system reports to maintain standards at the Customer Contact Centre.
• Ensure compliance with both internal and external regulatory
• Responsible for Contact Centre SLA,
• answer rates and resolution rates.
• Contact center management reports

Team Leadership & Management:

• With the support of the HR Business Partner, the Line Manager has the ultimate responsibility for the Human Resource Management of the team and consults with HR on clarity and interpretation of the HR policy;
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes and contributes to the ability of staff to meet performance objectives by providing day to day supervision, training and support and leading performance processes in accordance with Sidian policies and procedures;
• Responsible for assigning tasks to staff, scheduling and monitoring work and reviewing results for timeliness, accuracy and quality.
• Contributes to the flow of staff communications, by leading regular staff meetings – morning huddles and weekly progress meetings.
• Encourages staff to participate in internal and external training and development opportunities as these arise and in accordance with individualized development plans;
• Responsible for the presentation and service standards of retail staff to ensure a professional image is maintained with all clients;
• Ensures adherence to dress code, code of conduct and HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment;
• Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings;
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and Internal training activities.

ACADEMIC BACKGROUND

A university degree from a recognized institution.

WORK EXPERIENCE

• A minimum of five years bank experience with at least three years experience in Branch operations.
• Experience in customer service environments will be an added advantage.
• Experience in Contact Centre will be an added advantage.

How to Apply

Click Here to Apply