Team Lead, Voice Inbound Contact Centre at First Bank

Duties & Responsibilities

• Manage the team.
• Collate feedbacks from customers and escalate issues affecting service to stakeholders
• Generate daily/weekly report for team and send to the unit and QA team
• Follow up on pending requests and complaints with branches and head office departments
• Ensure customers are given timely feedback on the status of their complaints and informed of final resolution
• Responding to emails in the FirstContact Service Desk mailbox and ensure there is no backlog Mentoring and coaching of consultants
• Second level authentication of requests initiated by consultants
• Confirm active access rights of team members at regular intervals
• Ensure wow customer experience and migrate customer to cost effective channels
• Up sell and Cross sell all banks product and services.

Job Requirements

• First Degree in any relevant discipline but preferably Social Sciences
• Contact center experience.