Contact Center Senior Officer

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 5^th September 2021