Full-time
KCB Community Group
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
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
- Interested and qualified? click here to apply
