KCB Bank Customer Excellence Department.Manager, Contact Center Operations Jobs in Kenya

KCB Bank Customer Excellence Department.Manager, Contact Center Operations Jobs in Kenya

Key Responsibilities

Work with the leadership team to develop and implement strategic plans for the centre.

Monitor and analyze key performance indicators (KPIs) and all operational performance reports to identify opportunities for improvement.

Build and develop workforce management processes, and collaboration to deliver desired workforce results and align workforce capacity and capability with business strategies while enhancing operational efficiency.

Develop and implement service improvement initiatives and processes for the business from Customer feedback obtained from Contact Centre to optimize the Divisions operations.

Oversee the preparation of workforce performance and staffing requirements analysis for continuous quality and productivity improvement.

Ensure that the Contact Centre is leveraging on the latest technology in the market by leading and involvement in projects within Customer Excellence and KCB Bank Group.

Ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class contact Center.

Ensure Contact Centre Services are adhered to, to maintain high level performance of the service and support teams.

Daily Responsibilities

Overseeing daily operations: Ensure that the Contact Center is running smoothly and

efficiently by tracking and monitoring daily Service Levels, operational performance reports and taking requisite actions to meet set service targets.

Planning and forecasting: Develop and maintain the centre’s staffing plan and forecast to ensure that resources are aligned with demand.

Analysis of top customer pain points and craft action plans to reduce/eradicate them.

System/technology management: Daily monitoring and reporting of systems issues and any other incidences affecting operations at the centre while taking requisite actions to mitigate.

Managing Resources: Manage the contact centre OPEX budget, control costs, and make recommendations for cost-saving measures.

How to Apply

For more information and job application details, see; KCB Bank Customer Excellence Department.Manager, Contact Center Operations Jobs in Kenya

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