I & M Bank Call Center Jobs in Kenya
I & M Bank Call Center Manager Jobs in Kenya
Responsibilities
Contact Centre positively contributes to the I&M Bank overall strategy.
Identification, evaluation and implementation of state-of-the-art technologies that result in efficient operations and an improved customer experience.
Maintaining and improving Contact Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these SLA’s.
Preparing Contact Centre performance reports by collecting, analyzing, and summarizing data and trends. Ensuring the Banks performance is within the set benchmarks.
Ensuring all relevant communications, records and data are updated and properly stored.
Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices.
Accomplishing the organization’s goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Regular process review to ensure risks are managed and procedures
Handling escalations and difficult calls where more expertise is required.
Minimum Requirements:
Business related degree holder from a recognized University
Banking qualifications desirable
At least five years’ experience in a financial institution preferably a bank with familiarity to the Contact Centre management function
Innovative and creative thinking skills.
Ability to work under pressure.
Excellent communication and interpersonal skills;
Strong planning and organization skills;
Strong people management and change management skills;
Excellent customer service skills
Highly motivated, proactive, flexible and result oriented
Strong Problem solving and decision making skills
Has strong commercial awareness
How to apply
Interested candidates should send their resume by 6th December, 2017 to:
The General Manager Human Resources
I&M Bank Limited
I & M Tower, Kenyatta Avenue
P.O Box 30238 – 00100, Nairobi
E-mail: recruit@imbank.co.ke
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