The Call Centre Supervisor oversees the daily operations of the bank’s call centre, ensuring exceptional customer service, adherence to banking regulations, and achievement of performance targets.

He/She will lead a team of customer service advisors, monitor call quality, resolve escalated issues, and drive operational efficiency.

Key Result Areas:  

• Team Management: Supervise, coach, and mentor a team of call centre agents to ensure high performance, motivation, and adherence to bank policies.
• Customer Service Excellence: Monitor customer interactions to ensure professional, accurate, and timely resolution of inquiries, including account issues, transactions, loans, and product information.
• Performance Monitoring: Track key performance indicators (KPIs) such as call resolution rates, average handling time, and customer satisfaction scores; provide feedback and implement improvement plans.
• Issue Escalation: Handle complex or escalated customer complaints, ensuring resolution in line with bank policies and regulatory standards.
• Training & Development: Conduct training sessions on banking products, customer service techniques, and compliance requirements; onboard new hires.
• Operational Efficiency: Optimize workforce scheduling, manage call volume, and ensure adherence to service level agreements (SLAs).
• Compliance: Ensure all interactions comply with banking regulations, data protection laws and internal policies.
• Reporting: Prepare and analyze performance reports for management, highlighting trends, issues, and recommendations.
• Process Improvement: Identify and implement strategies to enhance call centre processes, technology utilization, and customer experience.

Minimum educational and technical competence requirements:

• Bachelor’s Degree in Business Administration, Marketing or other relevant field.
• At least two years’ experience within front line service delivery in a commercial environment
• Strong data analytical skills
• Service Management training.
• Computer literacy i.e. proficiency in Microsoft applications.
• Adept at social media management
• Ability to engage widely in a large size firm.
• Effective business communication and leadership skills.
• Good planning and organization skills to implement plans consistent with customer experience strategy.
• Client account management knowledge of complaints handling frameworks, processes and tools.