Manager - Contact Centre

at Nations Trust Bank PLC

Nations Trust Bank, progressive, fast-growing and technologically-driven, where dynamism and vision combine the best practices, is alongside the front-runners in the industry. The careful selection of personnel, precisely suited for each task, remains a prime reason for the Bank's rapid progress.

Manager - Contact Centre

Job Profile:

• Own service delivery to bank's customers through phone and other relevant touch points. Lead, direct and implement initiatives to ensure superlative quality in all dealings with customers via the call centre
• Analyse customer dissatisfaction indicators, reasons for attritions and cards inactivity and making recommendations for improvements
• Develop processors to ensure service delivery through the Contact Centre are within set timelnes
• Own the telemarketing function to the banks and ensure its contribution to achieving consumer banking top line targets
• Review the strategy for the unit to ensure to be aligned with the Bank's sales strategy
• Lead, guide and develop the team in building a sales and service culture within the call centre
• Ensure compliance with policies & processes, audit recommendations, AMEX By-Laws, CBSL and Exchange control regulations and safeguards the bank from potential losses
• Continuously review the cards customer service policy to ensure that all processes in relation to the Contact Centre are well documented and updated to maintain a consistent and quality service delivery

Prerequisites:

• Minimum of 8 years' experience out of which 4 years at Assistant Manager / Managerial Level preferably with experience in inbound and outbound Call Centre operations
• A degree from a recognised university or a full professional qualification in Marketing / Banking
• Should be an ace communicator with strong persuasion capability along with very strong interpersonal skills
• Must possess exceptional skills in planning, process implementation and people development & motivation
• A team player with an outgoing personality and a solid knowledge about all customer segments
• Should be able to work under pressure and be able to multi-task

Please forward the completed Nations Trust Bank Standard Application form to careers@nationstrust.com which could be obtained from our website: www.nationstrust.com. Please specify the vacancy which you are applying for on the subject line.

We will only correspond with the shortlisted applicants. 

Valid Until: Dec 30, 2016
Categorized Under:
Banking Jobs / Call Centre Jobs / Customer Service Jobs