• Responsible for monitoring, listening and evaluating inbound customer calls and emails, meeting deadlines around the number of quality evaluations to be performed by a specific date.• Program Guidelines; take ownership and make recommendations based on performance improvement / training needs.• Provides performance coaching and sales support to phone and email agents, including development of sales tools and aids• Develops trend analysis and reports them to Management on a monthly basis with recommendations for areas that need improvement.• Perform process improvement duties in contact center operations to continuously improve work processes, policies and procedures.• Plan and foresee potential business and operational risks at the Center whilst initiating plans and actions to protect the organization’s interests.• Perform quality assurance duties to facilitate all aspects of contact center operations achieve and exceed all KPI/SLA and customer satisfaction targets.• Prepare and analyze internal/external quality assurance and process improvement reports for management review.• Develops trend analysis and reports them to Management on a monthly basis with recommendations for areas that need improvement.• Responsible for managing multiple projects simultaneously.

• Onboarding Customers to the bank's various products and services• Routine customer satisfaction survey• Strategically identify customer’s needs for the purpose of up-selling and cross-selling the bank’s products and services; and meet sales target. • Prepare weekly/monthly progress reports on these activities and ad-hoc reports to the management on identified recurring customers’ issues. • Provide relevant feedback to aid decision making and outcome using outbound surveys conducted by the contact center.

• This entails supervising the Contact center mail box, ensuring that every customer’s mail is treated with maximum confidentiality and acknowledged promptly for customers’ retention and loyalty.• Manage the bank’s designated customer care e-mail, social media and live chat channels and provide prompt attendance to all customer’s inquiries, complaints, requests and feedback received via these channels. • Initiation of email logs and escalation where necessary, with consistent follow-up to ensure that every log is closed with appropriate resolution and within TAT. • Compilation of daily and weekly reports to capture customers’ complaints, inquiries and service requests via the Email and other channel desk.

Responding to inbound calls, proffering assistance to customers who have specific inquiries, requests or complaints and ensure that the reason for customer’s call is attended to with the highest level of professionalism. Service Monitoring• Generating daily reports for management's decision making and analysis using the Customer Relationship Management Application for evaluating customers' inquiries, complaints and service requests.• Branch operations and back end monitoring.• Skye mobile application• Account opening process.• Customer information update.• Internet banking activating process.• Card and Cheque Book requests.