Duties & Responsibilities

• 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 Requirements

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 THIS LINK until November 01, 2024.

Enat Bank S.C

Human Capital Management Department Telephone: – +251115522835

Women applicants are highly encouraged