Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Retail Banking Department at Head Office.
CONTACT CENTRE SENIOR SPECIALIST (X1)
JOB PURPOSE
To be the central support for the Contact Centre business in the improvement of service delivery and to ensure quality customer experiences are created and maintained in the Contact Centre and to ensure improved sales.
Under the supervision of the Customer Service Head, the following are among the job key responsibilities:-
- Responsible for managing the Zanaco Contact Centre team.
- Monitors Contact Centre Supervisor activities to ensure service excellence, quality and accuracy.
- Manages contact center goals, operational functions, referral programs, staff development, human resource functions, and nurturing a positive and productive culture to ensure they are aligned to the Bank’s customer service agenda.
- Plays a key role in supporting applicable activities to achieve sales goals and service objectives.
- Assists the Head Customer Service in the research and implementation of improvements in customer satisfaction, department efficiency and cross-selling additional products and services.
- Maintains knowledge of current department operating procedures, products and services.
- Monitors subordinates' adherence to internal controls and takes action to address employee performance issues.
- Completes compliance training; follows internal processes and controls as required.
- Deputizes the Customer Service Head.
- Maintains professional behavior and positive working relationships both internally and external.
- To update job knowledge by participating in educational opportunities; maintaining personal networks and participating in professional organisations.
- Support in the implementation of the customer service strategy for the Bank.
- Performs other duties as assigned.
INTERNAL/EXTERNAL CONTACT
- External: Customers
- Internal: All divisions
QUALIFICATIONS AND EXPERIENCE
- Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
- University Degree in relevant subject
- Information Management System qualification is an added advantage
- At least three (3) years customer service (in customer facing location or call centre experience).
- Experience in Banking is an added advantage
- Understanding of retail products and account opening, KYC Cash and other Branch process requirements
- Understanding of relevant legislation e.g. KYC, Anti - Money laundering, Banking code.
- Understanding of people policies and processes
- Demonstrated complaint handling and resolution skills
JOB CORE COMPETENCIES
- Excellent Customer Service skills
- Process Improvement
- Decision Making
- Managing Processes
- Managing Staff
- Emphasizing Excellence
- Strategic leadership
- Analysis
- Attention to detail
APPLICATION PROCEDURE
All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to vacancies@zanaco.co.zm no later than Friday, 14th April 2017.
Kindly note that you do not need to send us copies of your qualification certificates at this point.
ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.
THE CHIEF HUMAN RESOURCE & TRAINING OFFICER
HUMAN RESOURCES AND TRAINING DIVISION
ZAMABIA NATIONAL COMMERCIAL BANK PLC
HEAD OFFICE
P.O.BOX 33611
LUSAKA
Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply)
