Team Lead/Head Contact Centre at Koins Microfinance Bank

About the Role

We are seeking a qualified candidate to lead our in-house contact center team. You will drive performance and operational excellence while overseeing processes, SLAs, quality, and automation initiatives to enhance efficiency. This role encompasses managing all customer interactions across channels and ensuring a consistent, high-quality experience through strong cross-functional collaboration.

Key Responsibilities

• Build and manage an in-house support team through hiring, onboarding, training, performance feedback, and development
• Drive process improvements and implement automation and AI tools to increase operational efficiency
• Establish and maintain operations frameworks, SLAs, prioritization protocols, quality control measures, workflows, and performance metrics
• Design, implement, and oversee strategies and initiatives that deliver a seamless, positive, and memorable customer journey
• Manage all customer touchpoints across digital channels and call centers to ensure satisfaction and drive loyalty
• Collaborate cross-functionally with Business Banking, Personal Banking, Operations, Project Management, Legal and Compliance, Recovery, and Technology teams to ensure a consistent customer-centric approach across all departments

Required Qualifications

• Bachelor's Degree in Mass Communication, Business Administration, Marketing, or a related discipline
• At least 5-10 years of experience in call center, customer service, or customer experience management
• Minimum 3 years of leadership experience within the telecom, banking, or technology sector
• Deep understanding of customer experience principles, methodologies, and technologies (e.g., ZOHO CRM systems)
• Exceptional empathy, communication, and problem-solving skills

Preferred Qualifications

• MBA degree