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Team Leader - Contact Centre job at KCB Bank Uganda Limited | Apply Now
Kampala, Uganda
Full Time
Are you looking for Banking jobs in Uganda 2025 today? then you might be interested in Team Leader - Contact Centre job at KCB Bank Uganda Limited
About the Organisation
KCB Bank Uganda is a leading financial institution dedicated to providing innovative banking solutions that empower individuals, businesses, and communities to achieve their financial goals. Known for its strong reputation and a legacy of excellence in customer service, KCB Bank Uganda is recognized for its commitment to driving economic growth and financial inclusion across Uganda.
The bank fosters a collaborative and dynamic work culture that encourages employee development, inclusivity, and professional growth, offering competitive benefits and opportunities to work in various roles, from banking operations to digital innovation. With a strong presence in Uganda since 1997, the bank has evolved into a key player in the Ugandan banking sector, constantly adapting to meet the needs of an increasingly digital economy.
KCB Bank Uganda’s business model focuses on providing accessible and personalized financial services, from retail banking to corporate solutions, while leveraging technology to enhance service delivery and customer experience. The bank operates across a wide network of branches and digital platforms, ensuring easy access to banking services for both urban and rural customers.
Guided by core values of integrity, customer-centricity, teamwork, and excellence, KCB Bank Uganda is dedicated to corporate social responsibility, supporting various initiatives focused on education, health, financial literacy, and community empowerment. For more information, visit their official website at www.kcbgroup.com.
Job Title
Team Leader - Contact Centre job at KCB Bank Uganda Limited
KCB Bank Uganda Limited
Job Description
Job Title: Team Leader - Contact Centre
Organisation: KCB Bank Uganda Limited
Duty Station: Kampala, Uganda
Duties, Roles and Responsibilities
To supervise, coach and develop the team effectively to deliver the highest standards of Customer service and maximize individual/team potential.
To analyze and report on Customer related and operational processes, complaints, compliments, queries and service issues.
To motivate the Contact Centre Representatives to ensure the existence of enthusiasm on the job, high energy and motivation environment for optimal performance.
To readily provide a service to inbound customer contacts through multimedia communication channels and make outbound contacts as appropriate to maintain or enhance that service.
To ensure a clear business focus and attention on sales leads identification, development, and finalization to enhance Customer relationships.
To take up and follow through on escalated Customer feedback to ensure timely responsiveness and ultimate win/win resolution as per agreed Turn Around Time.
To demonstrate an appreciation of Contact management practices and ability to make/contribute towards effective decisions concerning Customer prioritisation and call routing when required.
To develop and implement Contact Centre schedules and ensure team adherence to schedules.
To ensure an adequately trained and skilled Team by identifying team/individual training needs, developing training and learning programs.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s degree in a Business Discipline with sales and Marketing as an added advantage
At least 3 years’ experience in customer service.
Strong analytical and Problem-solving skills
Possesses a comprehensive understanding of risk management principles
Understanding of relevant regulations, policies, and procedures related to banking and customer data privacy.
Familiarity with customer relationship management (CRM) software and other relevant technology used in the contact centre.
Ability to interpret data and metrics to assess team performance, identify trends, and make data-driven decisions
Strong communications, negotiations, and interpersonal skills
Self – Driven, Flexibility, Focus and attention to detail.
Excellent stakeholder management and good performance management
Empathetic, customer centric and positive attitude.
How to Apply
If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.
Deadline: 9th May 2025
Note: Qualified candidates with disability are encouraged to apply. Only short-listed candidates will be contacted.
