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Head, Regional Contact Centre

Job Description

Job Title:         Head, Regional Contact Centre

Client:             Financial Services Institution

Location:         Africa

Salary:             Competitive Salary Package + Benefits

Job Purpose

To co-ordinate the activities of the Regional Contact Centre by developing and implementing strategic objectives ensuring the delivery of set performance goals for the RCC and all the affiliates.

Key Responsibilities:

Service Management

  • Ensure the Service Level and all Service Metrics are met for the RCC and all affiliates.
  • Drive the Digital Agenda in the RCC, 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 RCC operate within the agreed cost limits.
  • Develop and implement a suitable recharge methodology for supported affiliates.
  • 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 RCC
  • Ensure that all staff in the RCC have the right tools and access rights to perform their respective roles.
  • Ensure performance reports are shared within agreed timelines with the relevant stakeholders.
  • Monitor and ensure standardized procedures are strictly followed at the RCC in line with group’s strategic direction.
  • Develop and implement effective Voice of Customer Surveys.
  • Ensure all Regional Contact Centre operational tools and logistics are available per group specifications;
  • Implement comprehensive staff development programs to improve performance
  • Provide effective leadership and motivation to all staff in the RCC by implementing relevant reward programs.
  • Analyze productivity and quality results to identify trends.
  • Develop and Implement analytics-led outbound activities focusing revenue generation and operational efficiency.

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

Team Management & Administration

  • Directly reports to the Group Head of Contact Centers
  • Directly responsible for the Contact Center Unit Heads
  • Coach and support team to improve performance and deliver excellent customer service

Strategic Initiatives

  • Work with the Group Head of Contact Centres to drive strategic initiatives that will position the Bank in the market as the preferred provider of banking services from a customer experience perspective
  • Drive a customer centric mind-set within the bank’s ecosystem, that will result in speedy product & service delivery 
  • Drive revenue generation agenda in the Contact Centres.

Job Profile

Background / Experience

  • At least 12 years Customer Service experience out of which at least 5 years must have been in leadership role in a busy Contact Centre environment
  • Excellent verbal and written communication skills
  • Interpersonal skills, able to communicate with a wide range of people
  • Respect for customer and business confidentiality
  • General Managerial/administration
  • Leadership / influencing, Organization and coordination skills
  • Coaching and people management
  • Conflict Management
  • Initiative / Proactive
  • Analytical skills / Problem solving
  • High level working knowledge of Contact Centre systems, operations, procedure and policies
  • Legal requirements for customer complaints
  • Industry regulations
  • Organizational policies
  • Professional codes
  • Resilience, tenacity and Integrity
  • Result oriented
  • Team player


  • Minimum of 2nd class lower in first degree
  • MBA will be an added advantage


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