Supervisor - Contact Centre at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position below:

Job Title: Supervisor - Contact Centre

Location: Lagos, Nigeria
Job type: Full time 

Responsibilities

• Oversee the activities of a team of 12 Contact Centre Agents.
• Assist in ensuring the Contact center is functioning at all times, and document and report any interruption in service to the appropriate channel.
• Assist in maintaining clear and open two-way channels of communication with other departments.
• Act as the first contact person for all external customer queries. Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Ensure effective provision of answers to questions and inquiries from the agents about the bank’s products and services.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure that agents understand and comply with all call center objectives, performance standards, and policies.
• Keep abreast of key performance metrics such as call abandonment, calls waiting, First response time, Resolution time, quality of interactions etc. to ensure that they are within acceptable thresholds
• Oversight responsibility for Agents within the contact center and support execution of the Contact Centre strategy
• Responsible for ensuring the highest level of customer experiencestandards are maintained with qualitative processes.
• Optimize available resources from time to time to ensure the team is equipped to deliver on required activities.
• Create/render periodic activity and performance dashboards/reports.
• Keep management adequately informed on material or unusual customer- impacting issues identified in the course of business
• Act as the first line of escalation for all related customer queries/complaints from Agents
• Research and initiate innovative approaches in the use of technology and communication in line with the emerging trend.
• Motivate and support contact center agents through feedback, coaching, and communication.
• Identify coaching and learning opportunities within the team and recommend the same to management
• Any other duties as assigned.

Requirements

• Good communication skills with colleagues, and management resulting in good customer service.
• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.
• Ability to communicate and influence at the Senior
• Management level.
• Proficiency with contact center technology, especially
• computers, software applications, and phone systems.
• Strong understanding of company products, industry practices, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm under pressure and navigate difficult situations, especially during busy hours.

Benefits
Why join Kuda?

• At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
• A great and upbeat work environment populated by a multinational team
• Pension
• Career development & growth
• Competitive annual leave plus bank holidays
• Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
• Group life insurance
• Medical insurance
• Well-fare package (Wedding, Compassionate and etc)
• Perkbox
• Goals - employee wellness app
• Award winning L&D training
•  We are advocates of work-life balance, working in a hybrid in office schedule
• Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.
• We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online