ASSISTANT MANAGER (1) – CUSTOMER CARE / RETAIL BANKING DIVISION

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ASSISTANT MANAGER (1) – CUSTOMER CARE / RETAIL BANKING DIVISION

Job Scope

The Assistant Manager - Call Centre (Supervisor) will support the Call Centre Manager in overseeing daily call centre operations, ensuring high-quality customer service and efficient workflow. This role involves supervising call centre agents, monitoring performance, and assisting in implementing strategies to improve customer experience and operational effectiveness.

Key Responsibilities:

Team Supervision & Performance Management:

• Oversee and support call centre agents in handling customer inquiries efficiently.

• Conduct regular coaching sessions and provide constructive feedback to improve agent performance.

• Assist in performance evaluations and recommend development plans for agents.

Customer Service & Quality Assurance:

• Monitor customer interactions to ensure service quality, professionalism, and compliance with bank policies.

• Resolve escalated customer concerns and implement solutions to enhance satisfaction.

• Identify trends in customer feedback and work with the Call Centre Manager to improve processes.

Operations & Compliance:

• Ensure agents follow standard operating procedures and regulatory guidelines.

• Assist in optimizing workflows to improve efficiency and reduce response times.

• Maintain call centre reports, including call volume, resolution times, and service levels.

Training and Development:

• Support new agent onboarding and continuous training to enhance service delivery.

• Keep the team updated on new policies, banking products and system changes.

Technology & Reporting:

• Ensure call centre systems are used effectively.

• Assist in analysing performance data and preparing reports for management review.

Stakeholder Coordination:

• Act as a liaison between agents and the Call Centre Manager to address operational challenges.

• Collaborate with other departments to improve service processes and resolve customer concerns.

Requirements

• Bachelor’s degree in business management, Marketing, Hospitality, Public Relations or related field OR,

• Diploma in Business Management, Marketing, Hospitality, Public Relations related field with minimum 03 years of work experience in a similar field

• Proficiency in MS office suite of applications

• Fluency in Oral and written Communications

• Ability to plan, multi-task and manage time effectively.

• Good team builder and player with excellent organizational and relationship skills

• Ability to meet deadlines and work under pressure.

Documents required with application.

1. Curriculum Vitae (CV) / Resume,

2. Attested educational certificates,

3. National ID card copy,

4. Passport Size Photo

5. Police Report (validity less than 06 months)

Deadline:

Date: 24^th March 2025

Time: 14:30

Inquiries

Should you have any inquiries please send us an email to [email protected].

REMUNERATION

• Competitive Salary

• Performance-based bonus

• Annual Increment

• Health insurance for staff and direct dependents 

• Professional growth and development

• Exclusive employee benefits on bank's products.

Please note that only shortlisted candidates will be contacted to attend interview.