Contact Centre Team Leader

JOB TITLE

Contact Centre Team Leader

LEVEL/BAND

MM22

DEPARTMENT

Banking

DIRECT REPORT (JOB TITLE)

Contact Centre Assistant Manager

Overall Purpose of the Position

The jobholder is responsible for effectively managing the resources, procedures, practices and priorities of Contact Centre to ensure it continuously strives to deliver the highest quality of service to customers whether dealing with enquiries over the phone, via secure messages or e-mail.

Operational Responsibilities

To supervise and coordinate the functions of the Contact Centre.

To ensure calls are answered promptly and best effort is made to resolved queries in the first instance and customers are informed of any follow-up when required.

To guide customers to make the most effective use of Bank’s services and promote the use of the Bank’s direct channels.

To recommend and implement as agreed with the Contact Centre manager strategies to improve the effectiveness and reachability of the Contact Centre.

To guide agents on their daily queries and provide ongoing feedback.

To compile and analyse performance statistics to monitor the effectiveness of the Contact Centre with the intent to identity ways to improve response times, lower abandoned calls, etc.

To actively seek to identify leads opportunities to promote the Bank’s products and services.

Coach the team members to enable them to achieve their full potential, create opportunities to nurture their talent and identify and growing successors.

General Responsibilities

To implement and monitor performance measurement systems and other techniques benchmarking the Unit performance.

To appraise the performance of their team and ensure that the assessments are carried out on time.

To submit any reports and/or supervise any projects and activities as may be directed.

To perform any other duties that may be reasonably assigned from time to time.

To identify training needs within the unit and ensure that once agreed, appropriate training takes place

Qualifications, Skills & Competencies

Mandatory

Skill

Have good verbal and written communication skills and be a good listener.

Be reliable, organised, meticulous and prepared to work under pressure.

Be a good leader, able to motivate, challenge and support team members and lead by example.

Be team player while still being able to work independently when needed.

Excellent analytical & interpersonal skills.

Customer driven with strong focus on quality of service.

Experience

Knowledgeable in the traditional banking products and services and have minimum 2 years’ experience in a contact centre environment.

Qualification

Preferably possess, or is in the process of obtaining a banking or related professional qualification.

Desirable

Skill

-

Experience

-

Qualification

-

Position level (1 being the highest level)

Head of Department

Managerial & Specialist Positions

Middle Management & Specialist Positions

Technical & Clerical Positions

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