Contact Center Team Leader

Job Summary

• Contact Centre Team Leader is responsible for ensuring that the contact centre runs efficiently as possible to handle all clients’ issues and queries in a timely manner while maintaining high productivity levels. In addition the role holder is responsible for the day to day running of the Contact Centre and ensure that quality customer service is maintained at all times with the established service standards.

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Marketing Management, Information Technology, Management or related discipline from a reputable university.
• Master's Degree in Business Administration, Management or related fields is added advantage.

Experience

• At least six (6) years’ of relevant experience .

Technical Competencies

• Knowledge of customer relationship and service quality management.
• Good understanding of customer care service standards or benchmarks.
• Knowledge and experience in modern sales and marketing practices in financial services industry.
• Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service.
• Ability to lead, influence and drive change initiatives in support of business strategies within the department/unit.
• Project management skills.

Behavioral Competencies

• Leadership and people management including performance management, coaching & mentoring.
• Demonstrated business acumen - able to create HR strategy and actions that impact business success.
• High-level interpersonal and cross-cultural skills, including ability to build consensus, alliances and collaborative relationships with sensitivity to diversity/inclusion.
• Creativity and innovation skills, with ability to use technology and other modern tools to drive decision making and implementation.
• Strategic thinking and decision making- ability to consider emerging trends/developments and long-term opportunities for Dashen Bank.
• Professionalism and integrity in line with Dashen Bank values.
• High-level oral and written communication skills.
• Critical and analytical thinking and problem solving skills
• Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skills (internal and external customers)
• Risk awareness and focus- demonstrates understanding of risk management practices, standards and regulatory requirements
• Effective stakeholder management.

Skills Required:

• Computer / Software / It / Data
• Sales / Marketing / Business / Management