Supervisor, Inbound, CCC at Stanbic IBTC

To lead a team of consultants to assist and support the effective & efficient management of the Customer Contact Centre by providing first-line contact to customers. To ensure that the Voice Branch provides adequate inbound, outbound, sales and service support (including complaint and 2nd level query resolution) to customers in line with the relevant value propositions, frameworks and conduct requirements.

Job Responsibilities

• Oversee the activities of a team of Customer Care Centre Consultants and attend to customers
• Assist in ensuring the Customer Contact Centre is always functioning, documenting and reporting any interruption in service to the appropriate channel.
• Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure Call Quality maintenance amongst the consultants

Qualifications

• First Degree

Experience

• At least 4 years' Experience within a contact centre environment (across sales and service). Experience of the bank's products, processes and systems. Experience in managing client queries and complaints.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding (Consumer Banking)
• Product Knowledge (Consumer Banking)