Supervisor, Customer Contact Centre at Stanbic IBTC

Job ID: 36499
Location: Lagos Island
Job Sector: Banking

Job Details

• Customer Channels

Job Purpose

• Lead a team of Consultants to assist and support the effective & efficient management of the customer care centre by providing first line contact to customers/general public.

Key Responsibilities/Accountabilities

• Oversee the activities of a team of Customer Care Centre Consultants:   General supervision of the team to ensure smooth running of the centre. Ensuring the customer care centre is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Onboarding of new consultants and training of old ones:Learning sessions to enhance consultant product knowledge and better service delivery on the job. Responsible for ensuring that new agent go through the onboarding process and are adequately trained to effectively settle in on the assigned roles.
• Daily coaching of team members:To help prepare/sensitize consultants for the day’s task as this enables consultants identify potential complaints that might become escalations, salient feedback that should be reported e.tc.
• Effective monitoring of consultants’ interactions on calls Social media and emails with customers:To ensure that the team’s goal and target are achieved in terms of Key result areas. This ensures there are no abandonment of calls, emails or social media messages.
• Dealing of escalation on all channels i.e. email, phone calls and social media
• Ensuring High quality interaction on all channels
• Tracking of consultants performance

Preferred Qualification and Experience

• First Degree
• 1-2 years experience in customer service and sales

Knowledge/Technical Skills/Expertise:

• Generating Ideas: The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process.
• Following Procedures: The important behaviours associated with “Following Procedures” in the organisation include adhering to rules, following instructions and being risk averse.
• Team Working : This competency is about working well in a team. In order to develop this competency, individuals are encouraged to acknowledge the views and contributions of others, and to involve others in decision-making. This competency includes facets of behaviour such as being visionary and establishing effective plans that take into consideration long-term aspects. This competency also includes the need for individuals to focus on identifying trends.
• Taking Action: This competency is about taking action in service of achieving the organisation's goals. It is about being energetic, showing initiative and being action oriented.
• Completing Tasks: This competency is about completing tasks and projects in a structured manner by employing effective planning and prioritising skills. Once tasks have been planned and priorities have been set, individuals also need to be able to manage the project or task to completion in order to demonstrate effectiveness.
• Thinking Positively: This competency is about the extent to which individuals are optimistic, the extent to which they display cheerful behaviour in the workplace and how quickly individuals are able to recover from setbacks. Individuals who think positive thoughts are better equipped to adapt to changing circumstances, influence other people’s attitudes and are generally better positioned to persevere in the face of difficulties.
• Valuing Individuals: This competency is about helping others to feel that they are worthwhile and important. The behaviours emphasised in developing this competency are trusting and tolerating others as well as showing consideration.
• Meeting Timescales: This competency involves individuals adhering to time scales and meeting deadlines. The focus is therefore on being reliable at completing tasks and being punctual.