SUPERVISOR - CONTACT CENTRE AT KUDA BANK | SUPERVISOR JOBS IN LAGOS

About Company:

Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet. We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

Job Description:

• Supervisor Manages the day-to-day operations of the contact center to drive customer engagement, satisfaction, and retention in fulfillment of the strategic goal of the Contact center and the business at large.

Key Responsibilities

• Oversee the activities of a team of 12 Contact Centre Agents.
• Assist in ensuring the Contact center is functioning at all times, and document and report any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments.
• Act as the first contact person for all external customer queries. Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Ensure effective provision of answers to questions and inquiries from the agents about the bank’s products and services.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure that agents understand and comply with all call center objectives, performance standards, and policies.
• Keep abreast of key performance metrics such as call abandonment, calls waiting, First response time, Resolution time, quality of interactions etc. to ensure that they are within acceptable thresholds
• Oversight responsibility for Agents within the contact center and support execution of the Contact Centre strategy
• Responsible for ensuring the highest level of customer experience standards are maintained with qualitative processes.
• Optimize available resources from time to time to ensure the team is equipped to deliver on required activities.
• Create/render periodic activity and performance dashboards/reports.
• Keep management adequately informed on material or unusual customer- impacting issues identified in the course of business
• Act as the first line of escalation for all related customer queries/complaints from Agents
• Research and initiate innovative approaches in the use of technology and communication in line with the emerging trend.
• Motivate and support contact center agents through feedback, coaching, and communication.
• Identify coaching and learning opportunities within the team and recommend the same to management
• Any other duties as assigned.

Requirements:

• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at the Senior Management level.
• Proficiency with contact center technology, especially computers, software applications, and phone systems.
• Strong understanding of company products, industry practices, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm under pressure and navigate difficult situations, especially during busy hours.

Salary

Application Closing Date: Not specified

Application Instructions:

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