Team Leader - Contact Centre
2025-04-29T18:58:05+00:00
KCB Bank Uganda Limited
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https://ug.kcbgroup.com/
FULL_TIME
Kampala
Kampala
00256
Uganda
Banking
Customer Service
2025-05-11T17:00:00+00:00
Uganda
8
KEY RESPONSIBILITIES
- To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential.
- To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues.
- To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
- To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
- To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships.
- To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time.
- To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
- To develop and implement Contact Centre schedules and ensure team adherence to schedules.
- To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.
MINIMUM QUALIFICATIONS
- Bachelor's degree in a Business Discipline with sales and Marketing as an added advantage
- At least 3 years’ experience in customer service.
- Strong analytical and Problem-solving skills
- Possesses a comprehensive understanding of risk management principles
- Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy.
- Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre.
- Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions
- Strong communications, negotiations, and interpersonal skills
- Self - Driven, Flexibility, Focus and attention to detail.
- Excellent stakeholder management and good performance management
- Empathetic, customer centric and positive attitude.
To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential. To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues. To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance. To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service. To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships. To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time. To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required. To develop and implement Contact Centre schedules and ensure team adherence to schedules. To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.
Bachelor's degree in a Business Discipline with sales and Marketing as an added advantage At least 3 years’ experience in customer service. Strong analytical and Problem-solving skills Possesses a comprehensive understanding of risk management principles Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy. Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre. Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions Strong communications, negotiations, and interpersonal skills Self - Driven, Flexibility, Focus and attention to detail. Excellent stakeholder management and good performance management Empathetic, customer centric and positive attitude.
Bachelor's degree in a Business Discipline with sales and Marketing as an added advantage At least 3 years’ experience in customer service. Strong analytical and Problem-solving skills Possesses a comprehensive understanding of risk management principles Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy. Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre. Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions Strong communications, negotiations, and interpersonal skills Self - Driven, Flexibility, Focus and attention to detail. Excellent stakeholder management and good performance management Empathetic, customer centric and positive attitude.
JOB-6811213d1b649
Vacancy title:
Team Leader - Contact Centre
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
KCB Bank Uganda Limited
Deadline of this Job:
Sunday, May 11 2025
Duty Station:
Kampala | Kampala | Uganda
Summary
Date Posted: Tuesday, April 29 2025, Base Salary: Not Disclosed
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JOB DETAILS:
KEY RESPONSIBILITIES
- To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential.
- To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues.
- To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
- To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
- To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships.
- To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time.
- To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
- To develop and implement Contact Centre schedules and ensure team adherence to schedules.
- To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.
MINIMUM QUALIFICATIONS
- Bachelor's degree in a Business Discipline with sales and Marketing as an added advantage
- At least 3 years’ experience in customer service.
- Strong analytical and Problem-solving skills
- Possesses a comprehensive understanding of risk management principles
- Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy.
- Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre.
- Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions
- Strong communications, negotiations, and interpersonal skills
- Self - Driven, Flexibility, Focus and attention to detail.
- Excellent stakeholder management and good performance management
- Empathetic, customer centric and positive attitude.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
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