Job Summary
To oversee the operations of the social media and live chat channels, directly managing a team of agents who handle incoming customer complaints, requests, enquiries and feedback. To ensure agents maintain service quality, meet performance targets, escalate customer complaints accurately and ensure adherence to all inbound call efficiency metrics.
Duties & Responsibilities
• Lead and manage a team of social media and live chat agents.
• Monitor and evaluate agent performance, providing regular feedback and coaching.
• Ensure there are no service failures, because of negligence or poor CMS escalation process adherence.
• Review audit scores from the Quality Assurance team, work individually with agents to improve identified issues.
• Track key performance indicators (KPIs) such as average wait, average response time, average handle time, customer rating on channel, abandonment rate, agent occupancy and login duration.
• Ensure there are no incidents of financial loss to the bank due to non-adherence to the established policies of the bank by Contact Centre staff.
• Respond to escalated calls, providing solutions to customer issues.
• Serve as first level support for card related issues; unblocking and resetting Master Cards on VCAS platform, card hot listing on Post Card, querying on Postilion Real-time applications.
• Credit card support.
• Implement sales and product training to keep staff updated on offerings, customer response standards, and operational procedures.
• Ensure any staffing or scheduling conflicts or gaps are addressed promptly.
• Contribute to the development of processes and procedures within the Contact Centre.
• Identify operational issues and suggest improvements to enhance efficiency and customer satisfaction.
• Collaborate with other Team leads to manage and optimize workflows.
• Conduct regular team meetings to communicate department initiatives and collect team feedback.
• Report relevant information to management.
• Good knowledge of the bank’s policies and procedures
• Good understanding of the Nigerian Banking Industry including CBN policies
• Knowledge of Contact Centre technologies and industry practice
• Knowledge of Contact Centre performance metrics and measurement.
• Excellent coaching and feedback capability
Skills/Competencies
• Strong leadership and communication skills
• Collaboration and relationship management
• Listening Skills – proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
• Analytical mindset for performance evaluation and process improvement.
• Ability to handle escalated calls and provide effective solutions.
• Familiarity with call center software and tools.
• Good understanding of live chat and social media platforms.
Behaviours
• Customer-First mindset.
• Solves for business outcomes and timelines.
• Demonstrates patience and perseverance.
• Demonstrates self-awareness.
• Acts with integrity and ethics.
• Encourages diversity of thought and respects cultural differences.
• Has the vision and passion to inspire and coach others.
Applications should be sent to talents@unionbankng.com
Only candidates with relevant work experience should apply.
