Role Overview
The Team Manager for Retail & Digital Mass is responsible for leading, coaching, and developing a team of contact center advisors to meet performance and quality expectations. The role involves monitoring daily queue performance, identifying variances early, and implementing corrective actions to ensure achievement of service levels and other key performance indicators (KPIs).
Key Responsibilities
Operational Leadership & Delivery
- Monitor daily queue performance (inbound/outbound/chats/emails) to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
- Identify performance variances early and implement corrective actions in real time.
- Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
- Handle and escalate complex customer issues and complaints that require second-line intervention.
Team Leadership & Performance Management
- Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
- Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
- Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture.
Quality & Compliance Oversight
- Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
- Drive continuous improvement actions based on interaction audits and customer feedback.
- Ensure adherence to data privacy, risk and security protocols, and internal control standards.
Stakeholder Collaboration
- Work with business units (Retail, Digital, Cards, Loans, IT, Risk) to resolve persistent customer pain points and refine process handoffs.
- Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks.
Reporting & Insights
- Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
- Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR and employee performance.
Required Qualifications & Experience
- Bachelor’s degree in Business, Commerce, Social Sciences or related field. (Required).
- Professional qualification/certification in Customer Service, Contact Centre Management or Lean/Six Sigma is an advantage.
- Master’s degree in business administration (Added advantage).
- 5 years’ work experience in a customer-facing role.
- 3 years’ work experience in Customer Service (Contact centre environment) (Required).
- 3 years’ work experience in a supervisory or team lead role within a high-volume contact center environment (Essential).
- 3 years’ work experience with voice and digital contact channels (phone, email, chat, social) (Essential).
- 3 years’ work experience in banking or regulated services or large BPO operations industry (Essential).
Technical Skills
- Good command of contact centre platforms (CRM, telephony, quality monitoring and reporting tools).
- Strong analytical ability with comfort interpreting dashboards and performance metrics.
How to Apply
Interested and qualified candidates should apply via the KCB Bank Oracle Cloud recruitment portal using the link: Apply Here. Applications must be submitted by March 13, 2026.
