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Contact Center Officer at Access Bank Plc

By
Editorial Staff
-
Access Bank

Apply for the position of Contact Center Officer at Access Bank Plc!

Access Bank Plc is a full service commercial Bank operating through a network of about 366 branches and service outlets located in major centres across Nigeria, Sub Saharan Africa and the United Kingdom.

Access Bank offers the chance to lead strategic transformation initiatives in the mobility sector, working on high-impact projects alongside cross-functional teams within a dynamic, supportive culture that values innovation, entrepreneurship, and ownership; employees receive competitive compensation and a comprehensive benefits package, with strong career-development opportunities and the potential to progress into leadership roles based on performance.

Individuals interested in the Customer Care Job at Access Bank Plc should review the details, requirements, and application process provided below.

Contact Center – Quality Assurance

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Job Details:

To ensure customer service needs are met by monitoring all interactions in the Contact Center.

Functions & Responsibilities

  • Coaching and mentoring of direct reports
  • Carrying out performance appraisals at appropriate times.
  • Oversee and assist in resolving escalated operational and customer service issues.
  • Provide day-to-day supervision and guidance of direct reports
  • Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
  • Ensure all subordinates comply with documented rules, regulations & operational processes.
  • Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
  • Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
  • Ensure Agents are rated based on given criteria.
  • Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
  • Monitor, measure and report on the quality of training delivery in the Contact Centre
  • Identify and report on Training needs from the outcome of calls monitoring.
  • Ensure a Training calendar is maintained and adhered to.
  • Develop, and maintain Standard Operation Procedures.
  • Ensure the following QA reports are timely and informative: Call Evaluation, CRM
  • Adherence, Agent Attendance, follow up on VOC feedback.
  • Liaise with Supervisors on their agents’ performance to ensure improvement.
  • Quantitatively evaluates and recommends action plans based on all Contact Center reporting/analysis in order to enhance customer experience and drive operational efficiencies.
  • Aid in determining staffing plan, based on call arrival patterns, forecasted phone/e-mail volumes, and agent skill staffing levels.
  • Ensure proper training and on-boarding of new hires.
  • Communicating new products/process development
  • Prepare monthly team-based performance report to identify gaps and improvements.
  • Assessing employees’ skills, performance, and productivity to identify areas of improvement (Training Need Identification).
  • Regular communications on products and general information that can assist agent perform better on the job.
  • Conducting monthly on the job assessment to identify knowledge gaps and bridge same where necessary.
  • Identify and report on Training needs from the outcome of calls monitoring.
  • Develop and deliver training on identified knowledge gaps.
  • Develop individualized and group training programs that address specific business need.

Job Requirement:

Professional Requirements

  • A good university first degree in any discipline
  • Minimum of 3 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business will be an added advantage

Skills / Competence Requirements Required

Knowledge, Skills & Abilities

  • Ability to balance department needs with scheduling requests, as well as conduct diplomatic discussions with representatives when unable to accommodate requests
  • Ability to exercise independent judgment and assume responsibility while making necessary decisions.
  • Ability to handle occasional challenges of quality assurance scoring with management.
  • Demonstrated leadership and problem-solving skills.
  • Excellent written, verbal and communication skills.
  • Excellent organization skills.
  • Excellent time management skills.
  • Excellent interaction skills.
  • Ability to learn and apply skills quickly.
  • Ability to work with a diverse group of people and manage a team of Agents

Generic Skills

  • Strategic Focus/ Orientation
  • Integrity and Discretion
  • Initiative/ Proactive
  • Entrepreneurship
  • Analytical skills / Problem solving
  • Resilience, Tenacity and Integrity
  • Interpersonal skills
  • Communication (oral & written)

Supervisory Skills

  • Leadership
  • Coaching /Leadership / Influencing
  • Initiative/Entrepreneurship/ taking ownership
  • Team building / conflict management
  • Organization & coordination
  • General managerial /administration

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How to Apply

To apply for the position of Contact Center Officer at Access Bank Plc, interested and qualified candidates should;

APPLY HERE: Contact Center – Quality Assurance

Application Deadline: Not Specified

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