Head Contact Centre

Website Union Bank

Union Bank of Nigeria Plc was established in 1917, as a full-service commercial bank that caters to the retail and commercial needs of individuals, small and medium-sized companies, and major corporations.

Job Title: Head Contact Centre

Job ID: HCC6738

Job Type: Full time

Location: Union Bank | Lagos

Experienced Hire
Management the Contact Centre Staff.

Prepare and Schedule 24 Hour Staff Roster by scheduling efficiently and ensuring agent occupancy, shift adherence and shrinkage are taken into consideration.

Effectively Manage All Contact Centre Resources.

To ensure that all account and card
requests/enquiries/complaints received by the contact centre via telephone,
email and website are handled within the stipulated SLA.

Ensuring prompt tracking of dormant account reactivated and amount generated from the contact center

Ensure contact rate, conversion rate, sales rate for customers are been tracked.

Ensure the contact center ROI is achieved while maintaining customer satisfaction and cost reduction.

Review the complains received daily and ensure that all processes have been utilized to ensure prompt resolution

Performance evaluation of the contact centre officers to reduce rework, attrition, abandoned or blocked calls and increase first contact resolution, average handling time, speed and accuracy etc.

Proper documentation and storage of customer historical data/interactions for audit purposes.

Ensure Complaints Received Are Effectively Handled and logged

To ensure that all contact centre agents are adequately trained to cross
sell/up sell our products and services at any time.

Generate Reports And Monitor Quality Of Phone Calls Handled By The Agents

Ensure all card monitoring tools scorebridge and VRM are been used effectively.

A Minimum of 5 years’ Experience in a Financial Institution.
A Good degree in any University.

To apply for this job please visit select.alldayhr.com.

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