Essential Functions

• Responsible for planning, developing and managing the overall call-center operation.
• Manage employees and ensuring the delivery of an exceptional customer experience to existing and new customers for better performance and improve service quality.
• Oversee call center supervisor and ensure all call center attendants are providing high quality service
• Regularly evaluate staff effectiveness and performance
• Analyze call center data and prepare reports for Director/ senior management.
• Coach and motivate team members with the goal of providing best in its class customer service.
• Put goals in place in regards to the call center’s daily operations in collaboration with other management team members.
• Oversees quality control and implements any necessary corrective actions to help ensure consistent application of policies, and procedures pertinent to the call center
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Ensures adequate coverage for call center and enrollment service delivery to meet standards
• Responsible for identifying and resolving issues, problems, and concerns with employees and client
• Monitoring and evaluating agent performance, providing coaching and training to improve quality and efficiency.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Creating and maintaining a positive work environment that supports a high-performance culture.
• Utilizing call center systems and software to analyze data and report on team performance and customer feedback.
• Collaborating with other departments and stakeholders to ensure a consistent and high-quality customer experience.
• Setting and tracking call center targets for speed, efficiency, and customer satisfaction.
• Possess an understanding of the business, the products and services, and the issues call center attendants are facing.
• Staying informed about industry developments, technological advancements, and best practices in call center management.
• Ensuring compliance with company policies, industry regulations, and legal requirements.
• Preparing and presenting regular performance reports to upper management.

Job Requirement

BA/MBA in Business Management, Economics, Marketing Management, Accounting & Finance, Banking & Finance, Management, and any other related fields with 8.5/6.5 years of experience in relative fields, preferably in banking industry, of which at least 2 years as a relevant Senior officer position.

Place of Work**: –** Addis Ababa

How to Apply

NB:

• Salary: as per the Bank’s scale
• Only short listed candidates will be communicated
• The Bank has the right to cancel the post advertised
• Interested applicants fulfilling the above requirements are invited to submit their applications only online through https://evacancy.enatbanksc.com/#/vacancy until November 01, 2024.

Enat Bank S.C

Human Capital Management Department Telephone: – 0115522835

*Women applicants are highly encouraged