Supervisor - Contact Centre

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.

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.

Benefits:
Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

💜A great and upbeat work environment populated by a multinational team

👴Pension

📈Career development & growth

😁Competitive annual leave plus bank holidays

🎁Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)

💯Group life insurance

💖Medical insurance

🎁Well-fare package (Wedding, Compassionate and etc)

✅Perkbox

🏃‍♀️Goalr - employee wellness app

🥇Award winning L&D training

💒 We are advocates of work-life balance, working in a hybrid in office schedule

Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.

We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.