Contact Centre Manager at Commercial International Bank (CIB) Kenya

Job Purpose

To manage all contact centre services by providing first contact resolution to deliver an end-to-end customer experience. Develop service quality standards for inbound and outbound operations across various business lines and segments. Lead process improvement initiatives and provide customer-centric support to maintain high customer satisfaction while supporting decision-making with required information and analysis.

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 contact centre activities, call trends, and performance indicators to ensure smooth workflow of operations
• Establish First Call Resolution (FCR) service delegation 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 efficiency insights
• Exercise sound judgment in escalating organizational concerns to Senior Management to support strategic decision-making
• Monitor and complete quality reviews to ensure representatives deliver expected customer experience through adherence to business expectations, scripts, and best practices
• Handle challenging customer complaints and inquiries, ensuring requests are implemented according to established Turnaround Times (TAT) 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