Supervisor - Contact Centre at Kuda Bank

Responsibilities

• Oversee the activities of a team of 12 Contact Centre Agents.
• Assist in ensuring the Contact center is functioning at all times, and document and report any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments.
• Act as the first contact person for all external customer queries. Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Ensure effective provision of answers to questions and inquiries from the agents about the bank’s products and services.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure that agents understand and comply with all call center objectives, performance standards, and policies.
• Keep abreast of key performance metrics such as call abandonment, calls waiting, First response time, Resolution time, quality of interactions etc. to ensure that they are within acceptable thresholds
• Oversight responsibility for Agents within the contact center and support execution of the Contact Centre strategy
• Responsible for ensuring the highest level of customer experiencestandards are maintained with qualitative processes.
• Optimize available resources from time to time to ensure the team is equipped to deliver on required activities.
• Create/render periodic activity and performance dashboards/reports.
• Keep management adequately informed on material or unusual customer- impacting issues identified in the course of business
• Act as the first line of escalation for all related customer queries/complaints from Agents
• Research and initiate innovative approaches in the use of technology and communication in line with the emerging trend.
• Motivate and support contact center agents through feedback, coaching, and communication.
• Identify coaching and learning opportunities within the team and recommend the same to management
• Any other duties as assigned.

Requirements

• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at the Senior
• Management level.
• Proficiency with contact center technology, especially
• computers, software applications, and phone systems.
• Strong understanding of company products, industry practices, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm under pressure and navigate difficult situations, especially during busy hours.

Benefits

Why join Kuda?

• At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
• A great and upbeat work environment populated by a multinational team
• Pension
• Career development & growth
• Competitive annual leave plus bank holidays
• Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
• Group life insurance
• Medical insurance
• Well-fare package (Wedding, Compassionate and etc)
• Perkbox
• Goals - employee wellness app
• Award winning L&D training
•  We are advocates of work-life balance, working in a hybrid in office schedule
• Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.
• We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.