Job Title:         Team Lead, Inbound (Call Center) - Ghana

Client:             Banking

Location:         Ghana

Salary:             Competitive Salary Package + Benefits

Job Purpose

To co-ordinate the activities of the Call Centre by developing and implementing strategic objectives ensuring the delivery of set performance goals for the Bank.

Responsibilities:

Service Management

• Ensure the Service Level and all Service Metrics are met for the Call Centre.
• Drive the Digital Agenda in the call center, reducing inbound contacts and increasing customer self-serve options.
• Identify and recommend process improvements that enhance agent empowerment to improve First Contact Resolution.
• Identify and recommend improvements to processes/products that cause pain to customers by engaging the relevant stakeholders.
• Monitor cost efficiency, ensuring that the call center operate within the agreed cost limits.
• Ensure adequate contact center Operational Risk and controls are in place and are strictly being complied with.
• Manage the productivity for staff in all channels supported in the call center
• Develop and implement effective Voice of Customer Surveys.
• Implement comprehensive staff development programs to improve performance
• Provide effective leadership and motivation to all staff in the call center by implementing relevant reward programs.
• Analyze productivity and quality results to identify trends.

Customer Management

• Provide world-class support to customers via timely resolution of all issues
• Supervise the implementation of mystery shopper programs in the Contact Centre

Minimum Education Qualifications

• Minimum education level –First Degree; 2nd Class Lower Division Min.
• 5 Credits including English and Mathematics in either SSCE, WAEC or O’ Level certificate.

Previous Work Experience Requirements:     

• 5 Years relevant experience in Banking.