Nafasi Za Kazi NMB Bank, Contact Centre Team Leader – 2 Vacancies

Welcome to our website majinaya.com. In This Article, are you looking for Ajira Mpya Nafasi Za Kazi Nafasi Za Kazi NMB Bank, Contact Centre Team Leader – 2 Vacancies Announces Vacancy Announcement Released jobs vacancy also, opportunities to all qualified Tanzanian applicants. The NMB Bank Plc does not charge any fees for the application or recruitment process. Please reject any fee-based solicitations you receive.

[mks_tabs nav=”horizontal”]
[mks_tab_item title=”Job Location”]
Head Office, Hq
[/mks_tab_item]
[mks_tab_item title=”Job opening date”]
21^th February 2024
[/mks_tab_item]
[mks_tab_item title=”Job closing date”]
06^th March 2024
[/mks_tab_item]
[/mks_tabs]

Job Purpose:

Contribute to the bank’s growth by promoting world-class service, implementing strategic initiatives, and managing the Contact Centre’s resources effectively by leading, coaching, and mentoring the Contact Centre team, administering, and maintaining Head Office receptions.

Main Responsibilities:

• Ensure that all employees achieve or exceed performance standards, and encourage them to provide great and professional service.
• Delivering Contact Center services while ensuring that quality assurance, compliance, regulatory, and legal duties are satisfied throughout all interactions and shifts.
• Implement a performance culture, framework, and review mechanisms to achieve all stated KPIs.
• Improve first-contact resolution and satisfaction, while reducing complaints and repeat calls.
• Accountable for reducing the Contact Center unit’s risk profile while also adopting effective governance and compliance processes.
• Ensure staff compliance with specified KPIs and appropriate call handling.
• Work with Manage Contact Center to guarantee accurate forecasting, planning, scheduling, monitoring, and reporting of shift patterns and performance.
• Ensure that receptionists continuously provide an amazing customer experience. Identify chances to introduce products and services that are relevant to customers’ expectations and requirements.

Read also: Project Assistant (Temporary 40 Vacancies) at Pact

Knowledge and Skills:

• Knowledge of handling client problems.
• Contact center monitoring tools and approaches
• Committed to achieving excellence.
• Excellent coaching skills.
• Excellent prioritization skills.
• Customer-focused mindset.
• Problem-solving and resolution abilities.
• Excellent computer skills (Word, Excel, database management).
• Strong interpersonal abilities, both written and oral.
• Capability to work in a fast-paced workplace.
• Work well in a collaborative setting.
• Ability to manage a modern, technology-oriented product while also providing clients with the necessary application knowledge.
• Good cooperation abilities, as this position demands close collaboration with other team members to complete the daily burden.

Qualifications and Experience:

• A bachelor’s degree in business administration, computer science, or comparable qualifications from a recognized higher education school.
• A Contact Center Management certification will be advantageous.
• Strong experience in a contact center in the telecommunications or financial industries, with the ability to work in shifts. (Morning, Late, and Night) This is vital.
• Experience using call center technology such as workforce management, quality monitoring, social media listening, and social media management. Inbound and outbound call handling.
• Experience with call center operations.
• Experience managing social media channels.
• Strong experience with forecasting, planning, scheduling, and monitoring.
• Three years of experience working in the financial/banking or telecommunications industries.
• Proven sales, cross-selling, and up-selling skills.

For the latest Nafasi Za Kazi NMB Bank, Contact Centre Team Leader – 2 Vacancies plc is an equal opportunity employer. We are dedicated to developing a diverse atmosphere and a gender-balanced staff.

Female candidates and those with disabilities are especially encouraged to apply for this role.

Only shortlisted candidates will be contacted.

---