As the Team Manager for Retail & Digital Mass, you will be responsible for leading, coaching, and developing a team of contact centre advisors to deliver exceptional customer service and meet performance expectations. You will monitor daily operational performance across multiple channels including inbound, outbound, chats, and emails to ensure service levels (SLA), turnaround times (TAT), and other key performance indicators (KPIs) are met. This role involves real-time performance management, demand forecasting, and collaboration with various business units to resolve customer issues and optimize operational processes.
Key Responsibilities
Operational Leadership & Delivery
- Monitor daily queue performance (inbound, outbound, chats, and emails) to ensure achievement of service levels, TAT, ASA, abandon rates, and other KPIs.
- Identify performance variances early and implement corrective actions in real time.
- Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
- Handle and escalate complex customer issues and complaints that require second-line intervention.
Team Leadership & Performance Management
- Lead, coach, and develop a team of contact centre advisors to meet performance and quality expectations.
- Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration, and performance improvement plans.
- Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture.
Quality & Compliance Oversight
- Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
- Drive continuous improvement actions based on interaction audits and customer feedback.
- Ensure adherence to data privacy, risk and security protocols, and internal control standards.
Stakeholder Collaboration
- Work with business units (Retail, Digital, Cards, Loans, IT, Risk) to resolve persistent customer pain points and refine process handoffs.
- Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks.
Reporting & Insights
- Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
- Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR, and employee performance.
Required Qualifications & Experience
- Bachelor’s degree in Business, Commerce, Social Sciences, or a related field.
- Minimum 5 years’ work experience in a customer-facing role.
- At least 3 years’ work experience in a Customer Service contact centre environment.
- At least 3 years’ work experience in a supervisory or team lead role within a high-volume contact center environment.
- At least 3 years’ work experience with voice and digital contact channels (phone, email, chat, social).
- At least 3 years’ work experience in banking, regulated services, or large BPO operations industry.
- Added Advantage: Professional qualification/certification in Customer Service, Contact Centre Management, or Lean/Six Sigma; Master’s degree in Business Administration.
Technical Skills
- Good command of contact centre platforms (CRM, telephony, quality monitoring, and reporting tools).
- Strong analytical ability with comfort interpreting dashboards and performance metrics.
How to Apply
Interested and qualified candidates should apply online through the KCB Bank Oracle Cloud portal. Ensure your application is submitted before the deadline on March 13, 2026.
