Manager, Contact Center Operations at Kenya Commercial Bank

Kenya Commercial Bank

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Experience Required:6 Years
Total Positions:1
Job Type: Full Time
Job Category: Management
Minimum Education: Degree
Job Location: Nairobi, Kenya
Posted on: December 4, 2023
Last Date: December 8, 2023

Job Description

The job holder is responsible for leading and managing all aspects of the Division’s operations to ensure the centre is meeting/exceeding performance goals and customer expectations, through effective planning and utilization of resources and implementation of effective initiatives in compliance with overall service strategy and set standards.

Key Responsibilities
• Work with the leadership team to develop and implement strategic plans for the centre
• Monitor and analyze key performance indicators (KPIs) and all operational performance
• reports to identify opportunities for improvement.
• Build and develop workforce management processes, and collaboration to deliver
• desired workforce results and align workforce capacity and capability with business
• strategies while enhancing operational efficiency.
• Develop and implement service improvement initiatives and processes for the business
• from Customer feedback obtained from Contact Centre to optimize the Divisions
• Oversee the preparation of workforce performance and staffing requirements analysis
• for continuous quality and productivity improvement.
• Ensure that the Contact Centre is leveraging on the latest technology in the market by
• leading and involvement in projects within Customer Excellence and KCB Bank Group.
• Ensure best practice standards are adhered to in the formulation of Contact Centre
• metrics and processes in comparison with best-in-class contact Center.
• Ensure Contact Centre Services are adhered to, to maintain high level performance of
• the service and support teams.

The Person
For the above position, the successful applicant should have the following:
• Bachelor’s Degree in Any business-related field
• At least 6 years' work experience.
• 5 years’ experience in Contact Centre Operations
• Leadership experience

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.
To be considered your application must be received by Friday 8th December 2023.
Qualified candidates with a disability are encouraged to apply.
Only short-listed candidates will be contacted.