Exciting Career Opportunity
\nTeam Lead, Contact Centre under the Customer Experience Department.
\nWe are hiring!
\nAccess Bank Zambia is seeking to recruit a self-motivated, enthusiastic, and innovative person to fill the role of Team Lead, Contact Centre under the Customer Experience Department based at Mulungushi, Lusaka, Zambia.
\nWhy the role exists
\nTo lead the Contact Centre Agents in managing customer feedback received through various channels and outbound campaigns efficiently and effectively while ensuring the team exhibits high levels of communication skills and responsiveness to customer issues and support with income generation through sales campaigns and cross sales. This role reports to the Contact Centre Manager.<\/p>\n
What you will be responsible for
\n1.Customer experience management<\/p>\n
Lead Agents in handling customer feedback via the Toll free and the social media channels and ensure timely resolution of queries and complaints.
\nAct as an escalation point for unresolved calls and ensure 100% logging of complaints for tracking.
\nFacilitate communication between management and the Team to implement strategies that enhance customer satisfaction.
\nSupport in identifying the root cause of customer pain points in conjunction with other internal stakeholders to minimise repeat calls.<\/p>\n
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\n2.Performance monitoring and reporting
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Monitor team performance and adherence to daily work plans.
\nConduct call quality checks and share findings to improve service delivery.
\nProduce monthly reports for the Service Quality Committee highlighting performance gaps and trends.<\/p>\n
3.Training and development<\/p>\n
Coordinate training on systems, new products, and services to keep the team updated.
\nProvide coaching and mentoring, and conduct unbiased quarterly performance appraisals.
\nEnsure use of approved scripts and resolution procedures during customer interactions.<\/p>\n
4.Outbound campaigns and sales support<\/p>\n
Lead Agents in executing outbound campaigns aligned with business growth objectives.
\nIdentify cross-selling opportunities and generate quality leads for the sales team.
\nSupport business units with targeted outbound initiatives to drive engagement.<\/p>\n
5.Quality assurance and compliance<\/p>\n
Perform regular system checks and ensure 100% adherence to policies, procedures, and manuals.
\nManage adherence to customer authentication processes to eliminate fraud risks.
\nEnsure all correspondence and complaints are accurately recorded for reporting as per SLA.<\/p>\n
6.Stakeholder engagement and escalation management<\/p>\n
Engage internal stakeholders to follow up on escalated queries and unresolved issues.
\nSupport Agents with follow-ups to minimize repeat calls from clients.
\nEscalate system issues promptly through appropriate channels.<\/p>\n
7.Brand Representation and strategic alignment<\/p>\n
Demonstrate pride and alignment with the Access brand, values, and culture.
\nMaintain a high-level understanding of the bank\u2019s strategy and revenue drivers.
\nBuild strong internal relationships to leverage expertise and support business goals.<\/p>\n
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\nRequirements (Qualification, skills and experience)
\n\u00a0<\/p>\n
Grade 12 School Certificate with 5 credits including English & Mathematics.
\nDegree or equivalent qualification in Banking\/Business Administration or any related Business related discipline.
\nProficiency in MS Office (Word, Excel, Power point and Outlook).
\nSuccessful candidate will be required to provide verified academic qualifications by the Zambia Qualifications authority (ZAQA).<\/p>\n
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