Manager, Contact Centre – BOTSWANA SAVINGS BANK

Reference # BSB/JBV/2022/08
Published 31/03/2022
Contract Type Permanent
Salary Market Related
Location Gaborone, South East, Botswana

Botswana Savings Bank (BSB) is an institution wholly owned by the Government of Botswana with a specific mandate of mobilizing the nation to save as well as providing inclusive financial services. The Bank is governed by an Independent Board of Directors which reports to the Ministry of Finance and Economic Development, and it is a member of the World Savings Bank Institute- an association of the Savings Banks represented in over 90 countries worldwide.
Job Functions Call Centre
Industries Banking / Finance & Investment

1.Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations.
2.Perform needs assessments, performance reviews and cost/benefit analysis to identify additional equipment and resources for the contact centre.
3.Develop and oversee operator key performance indicators and targets in order to meet call centre goals and targets.
4.Ensure all relevant communications and data are updated and recorded on the appropriate platform.
5.Advise clients on organisational product and service offerings.
6.Liaise with relevant people to gather information and resolve issues.
7.Stay current on developments and advancements relate to contact centres and identify best practice to incorporate in order to cost-effectively increase call centre performance and effectiveness.
8.Monitor calls and operator performance in order to identify areas for improvement.
9.Work with Organisational Effectiveness section to develop or source training to improve quality and minimise errors.
10.Record statistics, user rates and the performance levels of the centre; develop reports on the same and share said report with Head, Retail Banking and Sales.
11.Handle the most complex customer complaints or enquiries.
12.Organise shift patterns and the number of staff required to meet demand.
13.Coach, motivate and retain staff.
14.Forecast and analyse data against budget figures on a weekly and/or monthly basis.

Diploma in Communications, Marketing, Sales, Administration or related
Bachelor’s degree in Communications, Marketing, Sales, Administration or related would be an added advantage
Five (5) years’ experience working in a contact centre (preferably for a retail bank or other mass market financial institution), including at least two (2) years at a supervisory level.
Interpersonal and communication
Customer service orientation
Training and coaching
Problem solving
Results and business focus
Conflict resolution
Job Closing Date 14/04/2022

The post Manager, Contact Centre – BOTSWANA SAVINGS BANK appeared first on MaisJobs Mozambique.


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