The Team Leader, Inbound 1st Level is responsible for ensuring customer service needs are met by coordinating and adjusting inbound and outbound call traffic in a timely manner. This position oversees the daily operations of the first-level inbound team, providing necessary supervision and guidance to maintain high standards of service delivery within the Contact Center.
Key Responsibilities
Team Leadership & Mentoring: Coaching and mentoring direct reports, carrying out regular performance appraisals, and conducting one-on-one and group motivational sessions.
Operational Supervision: Provide day-to-day supervision of direct reports, ensuring all staff comply with documented rules, regulations, and operational processes.
Quality Management: Regularly review Agents’ calls to make recommendations for improvement and manage quality assurance scoring challenges.
Training & Development: Identify individual and group training needs through EMS sessions and classroom training, and oversee post-classroom training for new hires.
Escalation Handling: Oversee and assist in resolving escalated operational and customer service issues, handling on-the-spot decisions and questions from staff.
Shift Management: Responsible for the overall management of entire shifts, including nights and weekends, ensuring accurate monitoring of attendance and hours worked.
Liaison & Communication: Act as a link between the Contact Center and resolution units, and forward staff suggestions for improvement to the Unit Head.
Customer Satisfaction: Ensure customer satisfaction by researching, resolving, and documenting customer concerns and assisting with difficult situations that require investigation.
Requirements and Experience
Education: Bachelor's degree in a business-related field from a recognized University. A Master’s degree will be an added advantage.
Experience: Minimum of 4 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business is an added advantage.
Management Skills: Ability to balance departmental operational needs with employee scheduling and exercise independent judgment in people management decisions.
Communication: Excellent written, verbal, and interpersonal communication skills.
Problem Solving: Consistently demonstrates sound judgment and strong problem-solving capabilities in day-to-day operations.
Other Attributes: High level of organization, initiative, entrepreneurial thinking, resilience, and tenacity under pressure while maintaining high ethical standards.
How to Apply
Interested candidates who meet the requirements should send their CV and application letter to Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Please indicate the Name of Job in the email subject line.
How to Apply
Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Indicate the Name of Job on the email subject.
