Analyze your CV for Contact Center Senior Officer at HR World Ltd
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About this job
HR world on behalf of a client in banking is looking for a qualified Contact Centre Senior Officer to manage a team of Customer Relationship Officers (CRO)
Responsibilities
Optimize on resource
Act as real-time first-line support to the CROs on customers
Check, document, and communicate staff attendance
Analyze and report on attendance trends including absences, sick offs, etc
Cost staff on productivity parameters
Monitor, analyze, and report on staff productivity per shift/ per day and document trends
Conduct performance reviews and appraisals
Recommend and execute performance improvement plans and actions
Monitor skill performance and service levels and take necessary intraday actions for improvement.
Manage staff leave uptake through scheduling and documentation of ERP system of all leave types
Communicate any staff welfare issue including sickness, admissions, and relate occurrences
Document monthly team leadership returns
Manage disciplinary issues in the team and escalate for further action cases that required leadership of HR support
Conduct daily/weekly team meetings and cascade pertinent information to the team
Monitor and support staff with system issues including access, availability, and usability of resources
Conduct live and remote listen-ins with each CRO to check performance in real-time
Attend and document at least one coaching session per CRO per quarter and track areas of improvements and initiatives for each team member
Collect and document training needs
Ensure all CRO and team interaction sessions are documented, signed, tracked, and filed
Qualification
Experience in the bank or in a similar role in another organization
At least a degree from a recognized university
Must have at least five years’ experience in a similar role
Interested candidates may send their CV to recruitment@hrworld.co.tz before 5th September 2021
Responsibilities
Optimize on resource
Act as real-time first-line support to the CROs on customers
Check, document, and communicate staff attendance
Analyze and report on attendance trends including absences, sick offs, etc
Cost staff on productivity parameters
Monitor, analyze, and report on staff productivity per shift/ per day and document trends
Conduct performance reviews and appraisals
Recommend and execute performance improvement plans and actions
Monitor skill performance and service levels and take necessary intraday actions for improvement.
Manage staff leave uptake through scheduling and documentation of ERP system of all leave types
Communicate any staff welfare issue including sickness, admissions, and relate occurrences
Document monthly team leadership returns
Manage disciplinary issues in the team and escalate for further action cases that required leadership of HR support
Conduct daily/weekly team meetings and cascade pertinent information to the team
Monitor and support staff with system issues including access, availability, and usability of resources
Conduct live and remote listen-ins with each CRO to check performance in real-time
Attend and document at least one coaching session per CRO per quarter and track areas of improvements and initiatives for each team member
Collect and document training needs
Ensure all CRO and team interaction sessions are documented, signed, tracked, and filed
Qualification
Experience in the bank or in a similar role in another organization
At least a degree from a recognized university
Must have at least five years’ experience in a similar role
Interested candidates may send their CV to recruitment@hrworld.co.tz before 5th September 2021