The Ugandan Jobline

• The incumbent will develop and run the
  Contact Centre sales and service delivery offerings to meet customers’
  dynamic needs.
• Manage the daily functioning of the Contact
  Centre to ensure sales, service, on-boarding and retention delivery standards
  are met and maintained in line with banks defined standards.
• Use analyzed data and feedback/observations
  to initiate or approve recommendations on key performance indicators,
  processes, operations of the Contact Centre in order to improve performance
  and customer experience.
• Actively support the Bank’s policy and best
  practice in the area of risk, compliance and security, with particular
  emphasis to protection of sensitive customer information.
• Action on escalated customer complaints and
  also ensure customer inquiries, queries and complaints are resolved as per
  the Banks Customer Service standards, policies and guidelines.
• Advise the Team Leaders and all other roles
  in the Centre to clearly define their responsibilities and develop key
  performance indicators/goals to ensure effective and efficient functioning
  of the contact centre.
• Analyze performance, highlighting problem
  areas and identifying improvement actions to ensure set performance goals
  of the Centre are met.
• Identify, initiate and drive projects that
  are geared to improve performance of the customer contact centre.
• Carry out regular one-on-one meetings, team
  meetings, training, counselling and coaching sessions for direct reports
  and all Centre staff to ensure staff engagement and people development.
• Conduct regular performance appraisals and
  remuneration reviews for direct reports and also ensure all Centre staff
  are regularly and fairly apprised.
• Plan and manage the Contact Centre
  expenditures to ensure the Centre is run within the allocated budget.
• Maintain up-to-date knowledge of developments
  within the bank and industry so as to plan, manage, adopt and develop
  strategies that support change and the Centre’s service and sales mandate.
• Liaise with product heads and marketing
  department regarding communication of existing and new products/services
  so as to manage the impact on the Contact Centre and service delivery

• The ideal candidate for the Stanbic Bank Manager
  Customer Contact Centre job vacancy should hold a University Degree in a
  relevant field
• Certification in Call Centre Operations
• Broad working knowledge of Customer
  Administration, Soft Skills and Query processing architecture
• Bank systems and Products are an advantage
• Sound knowledge of Customer Administration,
  Soft Skills and Query processing architecture
• Bank systems and Products are an advantage

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