MANAGER CONTACT CENTRE

Job purpose

The Manager Contact Centre will be accountable for managing response through established clients touch point for CRDB Bank, Contact Centre, Chatbot & Self Service (IVR). The Manager will lead and manage the team and ensure daily shifts are managed efficiently and maximize productivity per agent. Manager will also be responsible to coach and motivate agents for better performance of the centre
Principal responsibilities
Manage Contact Centre service levels by working closely with Team Leaders to ensure agents respond to customers promptly and efficiently.
Analyse processes which can be automated though Agentic AI ,Co Pilot Mode, Full Mode and the use of auto responses through Chatbot.
Analyse customer calls and dispositions to identify trends, then develop strategies in collaboration with product owners to minimize or prevent recurring calls.
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Serve as a key knowledge resource on the Bank’s products, services, procedures, branch locations, and marketing campaigns, ensuring accurate information is shared with agents to enhance service delivery.
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Review chatbot interactions and drive continuous improvements in BOT performance and customer journeys, with the objective of reducing inbound call volumes.
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Conduct regular coaching sessions for agents and Team Leaders to improve service quality across all Contact Centre channels.
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Oversee the onboarding of new Contact Centre agents and Team Leaders, ensuring a smooth transition and effective learning curve management.
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Identify opportunities to improve First Call Resolution, reduce Average Handling Time (AHT), and enhance customer experience through system and platform improvements while optimizing costs.
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Facilitate Closed User Group sessions to identify customer pain points and implement process improvement initiatives to enhance the overall customer experience.
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Coordinate the Employee of the Month program across all Contact Centre segments to promote engagement and high performance.
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