Job Description
dfcu Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the position of Manager- Call Centre in The Commercial (CCO) Domain To Support Our Expansion Strategy.
REPORTING TO: Head Of Customer Experience
JOB PURPOSE: Reporting to the Head of Customer Experience, the role holder will be responsible for managing the day-to-day performance of the call centre ensuring that it is transformed into a single point of contact for all customers, and frontline customer experience escalations, that it has an efficient workforce and seam less state-of-the-art processes to ensure service, on-boarding and retention delivery standards are met and maintained in line with bank’s defined customer experience standards.
LOCATION: Kampala

Key Accountabilities:
• Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing bank policies and procedures and ensuring the team is motivated to achieve these.
• Oversee and maintain compliance within regulatory and bank’s operation standard for Channel Monitoring ATM availability, E-banking channels, VISA risk management. Ensure protection of sensitive customer information.
Oversee and action escalated customer complaints and customer inquiries across all channels supported by the Contact Centre.
• Identify, recommend, and implement projects that are geared to improve performance of the call centre.
• Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices.
• Provide a seamless hotline to the branch network for requests channelled through the Call Centre
Create a knowledge base of frequently asked questions and answers to drive standardization of customer responses and experience across all frontline channels.
• Liaise with product heads, marketing, and communications regarding communication of existing and new products/services to manage the impact on the Call Centre and service delivery.
• Oversee and handle the complaints Investigations especially high priority complaints logged with the customer experience team ensuring compliance with complaint handling framework.
As a Social Media Supervisor ensure social media query and complaint responses are done within rapid turn-around times and appropriate quality required for social media engagement and dfcu brand. Confirm appropriate follow throw and actioning of leads generated.

Qualifications, Experience And Competencies Required:
• Bachelor’s Degree in a Business related or other relevant fields.
• At least three years contact center management experience in a commercial environment is an added advantage.
• Broad working knowledge of Customer Administration, Soft Skills, and Query processing.
• Knowledge of Bank systems and Products is an advantage.
• Knowledge of the operating tools for Call Centre Monitoring, Quality Assurance.
• Product knowledge and core banking system operations for solutioning.
• Quick and dynamic thinking for social media handling.
• An Influential leader with team management experience .
• Good interpersonal skills, communication, and telephone skills.
• Organized and efficient manage multiple demanding tasks within the call centre.
• Good report writing skills and outstanding writing skills for short or long copy with ease and efficiency.
• Adaptable to changing business priorities and able to keep abreast on changes in the market, customer requirements, competitors’ responses, and the bank’s ability to use information to identify new business opportunities and threats.
• Should be able to communicate information and ideas in a clear and concise manner. appropriate for the audience/customers /stakeholders internally to explain, persuade, convince, and influence others to achieve the desired outcomes.
• Tech-savvy.
• Self-motivated.

Method of Application
If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates (University Transcript, O & A level), by close of business on Wednesday 23rd November 2022 to the email address indicated below. Vacanciesbank@dfcugroup.com
dfcu Bank is committed to give equal opportunities in employment and aims to ensure that it does not discriminate against gender or race. Only short-listed candidates will be contacted through +256 312 300391. Disclaimer: dfcu Bank does not solicit/accept payment in cash/kind from prospective candidates in exchange for shortlisting or job placement. Any candidate who engages in this kind of transaction is aiding and abetting fraud and will be automatically disqualified.