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Access Bank, Britam, Deed Micro-Finance Limited, First Bank of Nigeria Limited, Kuda BankProfession (Banking, microfinance, insurance)
Accounting, finance, banking, insurance,Administrative, clerical,Business, strategic management,Customer support, client care,Energy, power,Engineering, architecture,Human resources,Information technology, software development, data,Legal,Media, communications, languages,Medical, health,Project, program management,Sales, marketing, promotion,Security,Skilled, manual labor,Sports, beauty, wellbeing,Transportation, logistics, driving,
Industry (Customer support, client care)
Agriculture, fishing, forestry,Banking, microfinance, insurance,Computers, software development and services,Education, academic,Electronics,Energy, utilities, environment,Engineering, architecture,Finance & FinTech,Financial Services,Fitness, well-being and lifestyle,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Marketing, advertising,Non-profit, social work,Outsourcing, leasing,Real estate,Restaurant, hospitality, travel,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Banking, microfinance, insurance)
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Access Bank
Banking + 2 more
Description
Qualification & Experience
- A good university first degree in any discipline
- Minimum of 3 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business will be an added advantage
Responsibilities
- Coaching and mentoring of direct reports
- Carrying out performance appraisals at appropriate times.
- Oversee and assist in resolving escalated operational and customer service issues.
- Provide day-to-day supervision and guidance of direct reports
- Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
- Ensure all subordinates comply with documented rules, regulations & operational processes.
- Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
- Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
- Ensure Agents are rated based on given criteria.
- Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
- Monitor, measure and report on the quality of training delivery in the Contact Centre
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