KCB Contact Centre Service Manager Job in Kenya

Contact Centre Service Manager 

Job Ref RB 342012
 

The Position:
 

Reporting to the Head of Customer Service the purpose of the role is to ensure the provision of consistently high quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Centre to Customers.
 

Key Responsibilities

• To ensure Contact Centre Service Levels are adhered to in order to maintain high level performance the Centre
• To lead and manage the human resources at the Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
• To manage and optimize Contact Centre resources including and not limited to: the organization and planning of Contact Centre staff schedules/shifts; Contact Centre systems and processes and overall operations.
• To put in place and implement staff learning and development plans for all Contact Centre Services and support teams.
• To ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class Contact Centres.
• To develop and follow through service improvement initiatives for the Business from Customer feedback obtained in the Contact Centre to ensure overall Service improvement for the Group.
• To ensure Contact Centres’ compliance to Business Processes and Procedures.
• Develop and manage the Contact Centre budgets.

The Person

• University Degree preferably in a business related field.
• Professional qualifications in Contact Centre Management and Customer Service or MBA are an added advantage.
• Minimum of 6 years banking experience in Customer Service, Sales, Credit and Branch operations 3 of which should have been at Management level leading teams.
• At least 2 years management of a busy or at least similar size Contact Centre
• Project Management experience is essential for the role.
• Knowledge of KCB Systems – Credit Quest, BOS, T24, share point/LanSupport, CIC (Customer Interaction Centre), Prime, E statement, Mocha and comfortable on the internet
• Proven excellent analytical, planning, organization, communication and execution skills.
• Passion for social media and networking
• Proficiency in MS Office Suite

The above position is a demanding role which the bank will provide a competitive package for the successful candidate.

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail address and telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke.
 

To be considered your application must be received by 28th September 2012.
 

Only short listed candidates will be contacted.