Manager, Contact Centre Operations

Role Overview

This position leads customer service operations within the contact centre, overseeing a team that supports bank customers around the clock. The role focuses on service quality, operational discipline, staff development, and compliance with internal standards and governance requirements.

Team Leadership and Coaching

The role involves guiding and supervising a team to ensure work is completed efficiently and in line with operating procedures. It also includes providing day-to-day coaching, training, constructive feedback, and knowledge sharing to help team members grow and meet performance expectations. Promoting the bank’s values and ethical standards is a key part of creating a value-driven culture.

Operational and Financial Oversight

The manager is expected to track the performance of the assigned area against approved budgets, monitor variances, and keep management informed. The role also requires implementation of policies, systems, and processes that support quality service delivery, cost effectiveness, and adherence to relevant procedural and legislative requirements.

Process Improvement and Reporting

Continuous improvement is an important aspect of the position, including identifying opportunities to enhance productivity, reduce costs, and strengthen sustainability. The role also requires timely and accurate preparation of sectional statements and operational reports to meet departmental and bank-wide standards.

Core Job Accountabilities

• Manage a team of customer service representatives who provide 24/7 support to bank customers.
• Maintain service levels in line with SLA targets.
• Produce daily, weekly, and monthly reports at individual, team, and site level.
• Evaluate quality calls for the centre and use findings to improve service.
• Support team development through counselling, coaching, and structured training.
• Track key performance measures such as occupancy, call handling time, wrap-up time, and SLA adherence.
• Oversee both morning and evening shift coverage on a rotational basis.
• Monitor agents’ daily work processes and provide direction where needed.
• Resolve difficult customer issues and support escalation handling when required.
• Ensure operational controls remain in place and the department complies with internal policies and regulations.
• Supervise a call centre operation that runs 24 hours a day, 365 days a year.
• Continuously improve agents’ product knowledge and customer service capability through ongoing guidance.
• Deliver training programs and follow up with post-training evaluation.
• Encourage teamwork, employee engagement, and positive work culture.
• Support staff motivation initiatives such as recognition and rewards.
• Ensure shift attendance and punctuality across the team.
• Monitor sales output and lead generation on a per-employee basis.
• Drive cross-selling and achievement of sales targets by agent.
• Carry out monthly appraisals for team members.
• Recommend actions and improvements that enhance customer experience and Net Promoter Score.
• Identify training gaps and suggest additional quality controls relevant to the role.
• Operate within Group policies, governance frameworks, and the approved authority matrix.

Working Pattern

This role includes rotation between morning and evening shifts and supports a continuously operating contact centre environment.

Authority

The incumbent is empowered to make decisions within the approved authorization matrix.