KCB Bank Kenya Manager, Contact Center Operations Job
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KCB Bank Kenya Manager, Contact Center Operations Job
Manager, Contact Center Operations Job, Current Customer Service Jobs In Kenya,
Key Responsibilities
- Work with the leadership team to develop and implement strategic plans for the center.
- Monitor and analyze key performance indicators (KPIs) and all operational performane reports to identify opportunities for improvement.
- Build and develop workforce management processes, and collaboration to deliver desired workforce results and align workforce capacity and capability with business strategies while enhancing operational efficiency.
- Develop and implement service improvement initiatives and processes for the business from Customer feedback obtained from the Contact Centre to optimize the Division’s operations.
- Oversee the preparation of workforce performance and staffing requirements analysis for continuous quality and productivity improvement.
- Ensure that the Contact Centre is leveraging the latest technology in the market by leading and involvement in projects within Customer Excellence and KCB Bank Group.
- Ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class Contact Centers.
- Ensure Contact Centre Services are adhered to, to maintain high-level performance of the service and support teams.
Daily Responsibilities
- Overseeing daily operations: Ensure that the Contact Center is running smoothly and efficiently by tracking and monitoring daily Service Levels, and operational performance reports and taking requisite actions to meet set service targets.
- Planning and forecasting: Develop and maintain the center’s staffing plan and forecast to ensure that resources are aligned with demand.
- Analysis of top customer pain points and craft action plans to reduce/eradicate them.
- System/technology management: Daily monitoring and reporting of systems issues and any other incidences affecting operations at the center while taking requisite actions to mitigate.
- Managing Resources: Manage the contact center OPEX budget, control costs, and make recommendations for cost-saving measures.
Challenges:
- System downtimes and unplanned absences.
Academic and Professional Qualification:
Education
- Bachelor’s Degree Any Business-Related Field
Professional Qualification
- Contact Centre Operations Management or Related Field
- Master’s Degree Business Related Field
Experience:
- 6 years Total number of years in the same role
- 5 years of Contact Centre Operations Experience
- 3 years Leadership
How To Apply
Apply by Friday 8th December 2023.
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