Team Leader – Call Centre

  • Full Time
  • Lusaka, Zambia
  • Applications have closed.

Investrust Bank Plc

Job Description

To supervise Customer Service Agents in order to deliver excellent, dynamic and consistent customer service and sales experience to customers and thereby effectively contribute to increased customer base and revenue pool.

Key Responsibilities
  • Prepares Oversees the activities of the Call Centre team to ensure effective delivery of Customer Service.
  • Tracks, monitors and reviews daily reports, complaints reports and customer service reports.
  • Prepares, tracks, monitors and reviews income and expenditure reports of own portfolio.
  • Works with Business Banker, Branch Managers and Relationship Managers to build relationships with corporate and small business customers in order to sell various products to their employees.
  • Conducts snap checks on incoming phone calls, outgoing phone calls and email/SMSs to monitor service delivery.
  • Conducts snap checks on branch customer complaints management processes.
  • Resolves difficult customer complaints and monitor reports to ensure customers are being managed properly.
  • Reviews reports on the increase of customer base, increase on revenue streams, increase of deposits and use of electronic channels in order to determine the effectiveness of the unit.
  • Prepares, reviews and authorizes monitoring tools, customer service tips/suggestions, keeps track of information about the bank such as product launches as well as update staff on bank social events, promotions, employees that have been serving with the bank for long tenure and much more.
  • Prepares, reviews and authorizes all information about the bank and customer service that will be circulated to all staff as well as customers accordingly.
  • Motivates team members and ensure that their efforts are recognised.
  • Performs any other duties assigned by management from time to time.
  • Grade 12 Certificate with 5 ‘O’ with credit or better in Mathematics and English.
  • Degree in Marketing or relevant Business field.
  • Customer relationship management skills.
  • Good communication skills – both written and oral.
  • Negotiation skills.
  • Listening skills.
  • Marketing / Selling skills.
  • Good PC skills
  • Good interpersonal and networking skills
  • Report writing skills.
  • Strong drive.
  • Team player.
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