Team Leader – Contact Centre
Gulf African Bank is the first fully Shariah compliant bank to operate in this region. We offer products that address the financial needs of everyone in the market. We are revolutionizing the banking experience in Kenya.
The Bank is more than just a financial services provider as we embrace our customers as real partners in business.
The Bank has grown tremendously in its first year of operation. The customer base has reached levels where leading edge techniques are required to meet and exceed customer service expectations.
The Bank has invested in best-in-class Contact (Call) Centre technology to provide customer contact solutions going forward. We are now looking for a suitable, fit for purpose Team Leader to assist in setting up and subsequent managing of the Contact Centre.
Gulf African Bank values empowerment, growth, professionalism, respect for the individual and teamwork and is inviting applications for the post of Team Leader - Contact Centre as profiled below:
Key Responsibility:
To provide customer service support to all Gulf African Bank customers through the technology of a call centre infrastructure in a bid to enhance service delivery levels.
Main tasks:
- Manage day-to-day activities of the Centre to ensure superior quality of customer service
- Establish and maintain service standards at all times
- Resolve customer service issues satisfactorily and with requisite speed
- Manage the Centre team to achieve performance standards
- Manage call centre budget and efficiency
- Identify systemic quality improvement opportunities
- Anticipate and manage all attendant risks
- A relevant university degree preferably in a business related field
- Past experience of running a Contact Centre for at least 2 years
- Customer service experience of at least 5 years
- Good knowledge of call centre technology
- Ability to resource and plan for 24/7 service delivery .
- Management of customer service standards
- Very good verbal communication and interpersonal skills
- Banking experience will be an added advantage
Applications with detailed CVs, names of three referees and current remuneration package should reach us on or before Friday January 16,2009.
Only short-listed candidates will be notified and acknowledged.
Gulf African Bank is an equal opportunity employer.
Applications should be sent to:-
Head of Human Resources
Gulf African Bank Geminia Insurance Plaza, V Floor
Kilimanjaro Avenue, Upperhill
P.O. Box 43683-00100
NAIROBI, Kenya
Email: recruitment @ gulfafricanbank.com
URL: www.gulfafricanbank.com
