Job Title:  Team Leader – Contact Centre

Organisation: KCB Bank Uganda Limited

Duty Station: Kampala, Uganda

About the Company:

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Key Duties and Responsibilities:

• To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential.
• To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues.
• To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
• To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
• To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships.
• To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time.
• To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
• To develop and implement Contact Centre schedules and ensure team adherence to schedules.
• To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.

• Bachelor’s degree in a Business Discipline with sales and Marketing as an added advantage
• At least 3 years’ experience in customer service.
• Strong analytical and Problem-solving skills
• Possesses a comprehensive understanding of risk management principles
• Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy.
• Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre.
• Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions
• Strong communications, negotiations, and interpersonal skills
• Self – Driven, Flexibility, Focus and attention to detail.
• Excellent stakeholder management and good performance management
• Empathetic, customer centric and positive attitude.

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

Note: Qualified candidates with disability are encouraged to apply. Only short-listed candidates will be contacted.