Contact Centre Manager at Commercial International Bank (CIB) Kenya

Job Purpose

To manage all contact centre services by providing first contact resolution and delivering an exceptional end-to-end experience to CIB customers. Develop and implement service quality standards for inbound and outbound models across various business lines and segments. Lead process improvement initiatives and provide customer-centric support to maintain high customer satisfaction while supporting data-driven decision-making.

Key Accountabilities

Contact Centre Management

• Identify and evaluate processing systems, define user requirements, and establish technical specifications for productivity, quality, and customer service standards to ensure effective and standardized service provision
• Manage day-to-day activities, call trends, and performance indicators of the contact centre to ensure smooth workflow and operational efficiency
• Establish First Call Resolution (FCR) service delegation at the back end to cover social media interactions, inquiries, complaints, and requests, providing customers with outstanding service
• Monitor and analyse performance metrics reports to provide constructive feedback, maintain high service levels, and generate productivity insights
• Exercise sound judgment in escalating organizational concerns to Senior Management to support informed decision-making
• Conduct quality reviews to ensure representatives create the expected customer experience through adherence to business expectations, scripts, and best practices
• Handle challenging customer complaints and inquiries, ensuring customer requests are implemented within established Turnaround Time (TAT) requirements to maintain high customer satisfaction levels
• Roll out cross-functional projects for process improvement and quality enhancement
• Conduct periodic forecasting and analysis of call trends to ensure adequate capacity planning