Team Lead/Head Contact Centre at Koins Microfinance Bank

• The Team Lead/Head, Contact Centre leads the in-house contact center team, performance, and operational excellence. Oversees processes, SLAs, quality, and automation initiatives to enhance efficiency. Manages all customer interactions across channels and ensures a consistent, high-quality experience through strong cross-functional collaboration.

Requirements

• Build an in-house support team (hiring, onboarding, training, feedback, performance).
• Drive process improvements, implement automation and AI tools to increase efficiency.
• Set- up Operations, SLA, prioritization, quality control, workflows, and metrics.
• Design, implement, and oversee all strategies and initiatives aimed at delivering a seamless, positive, and memorable journey for every customer.
• Manage all customer touchpoints, from digital channels to call centers, ensuring customer satisfaction, and driving loyalty.
• Cross-Functional Collaboration: Work closely with Business Banking,
• Personal Banking, Operations, Project Management, Legal and Compliance, Recovery and Technology teams to ensure a consistent and customer-centric approach across all departments.

EDUCATION REQUIREMENT

• A Bachelor’s Degree in Mass Communication, Business Administration, Marketing, or a related discipline. An MBA is added advantage.

OTHER REQUIREMENTS

• Deep understanding of customer experience principles, methodologies, and technologies (e.g., ZOHO CRM system).
• Exceptional empathy, communication, and problem-solving skills.

RELEVANT WORK EXPERIENCE

• At least 5-10 years in call center, customer service or customer experience.
• Minimum 3 years of leadership experience within the telecom, banking or technology sector.