Contact Centre Officer NCBA Bank

To supervise and manage the in- country Contact Centre into a Centre of Excellence as the central customer incident management contact point, coordinate resolution of all customer issues and queries through an effective incident management infrastructure and system, and ensure policies, processes, procedures are followed, to achieve closure of issues and escalation of incidents.

Key Result Areas
Financial (20%)
• Contact centre budget management as per policy guideline
• Support the laid down business support models and crossing campaign tasks as required by various business units while meeting the set targets.
• Manage productivity within contact centre teams
• Workforce planning, and shift management to avoid labor disputes and claims since the department might be required to work 24 hours
• Support customer life time value engagement initiatives
Reduce card transaction fraud through effective management by the card authorization team of the fraud alert system
• Ensure there no revenue leakages for all transactions handled at the unit.
• Minimize operation risk, that may arise due to internal fraud or oversights
• Ensure recoveries and bank recalls are done in due time to avoid losses as request by customers and internal departments

Customer (50%)
• Ensure the Contact Centre is operated within set service standards, best in class as per global standards
• To put in all experience strategies in the Contact Center plan to support achievement of the organizational Customer satisfaction index
Transform the Contact Centre facility into a significant contributor to overall customer satisfaction
• Manage all operational activities as defined in the process to set standards and experience objectives such as audit confirmations, central bank requests
• Monitor service interruptions and adequately communicate status of these to customers
• Manage customer communication requests from business units and countries
Manage card authorization services while ensuring customer satisfaction is derived out of the services offered
• To monitor service provided by the agents in order to ensure standards achieved against the promised delivery levels.
• Focus on delivering a strong First Contact Resolution rate to ease customer effort through knowledgeable and empowered agents.
Ensure all customers receive efficient support for channels and digital services
• Analyse all customer complaints by conducting thorough root cause analysis and formulating corresponding solutions to enhance customer service and improve our service offering
Ensure that the Contact Centre meet’s all the set quality standards
• Provide seamless support to all business segments as defined in the customer management plans through the Contact Centre
Deliver end to end engagement plans for the Go Segment resulting in direct contribution to high engagement, retention & satisfaction scores.

Internal business processes (10%)
• Continuous identification of customer experience improvement opportunities with submission of effective root cause analysis
• Effectiveness of Contact Centre section structure and systems (policies, processes, procedures and tools) in achieving compliance requirements, optimal efficiency, resource utilisation and cost containment
Liaise with other departments for all escalated issues to ensure that issues are sorted out within stipulated turnaround time.
• Manage the audit ratings rating for Contact Centre (internal & external)
• Be the key liaison for all security cases that touch on customer account and services
• Ensure Contact Centre systems vendors provide efficient support
• Ensure that the contact centre is efficiently managed 24-hours and ensure that all channels of communication are efficiently managed (Social media, emails, telephone lines)
• The Contact Center must offer seamless support of all channels through an established unit within contact center
• Provide MIS reports to management analysing root cause and making recommendation for improvement
• Ensure compliance with regulatory requirements impacting customer care function and implementation is done on a timely basis
• Develop and implement call reduction strategies that will reduce cost of Contact Centre operations
• Management of the units operational risks by minimizing the risks of loss arising out of inadequate or failed internal processes, people, systems and external events.
• Attend all meetings that relate to service improvement as planned by stake holders / subsidiary support

Learning and growth (10%)
• Offer quality and effective leadership experience that translates to conducive work environment and employee satisfaction
• Adequacy of personal and staff competence to effectively perform Contact Centre tasks.
• Employee satisfaction
• Employee retention
• Competence development
• Appropriately coach contact centre, card authorization and telesales teams to effectively and consistently address customer needs.
• Coaching and training

Ideal Job Specifications
Academic Qualification:
• University Degree from a recognised university

Desired work experience:
• At least 2 years’ experience in Contact Centre operations in a medium to large organization.
• Work experience in a bank or financial services organization would be added advantage.
• Full understanding of customer relationship management systems.
• Reasonable understanding of sales through service & engagement