Manager Contact Centre

CRDB Bank is seeking a Manager Contact Centre in the Customer Experience Unit at its Tanzania Head Office. The Manager will be accountable for managing responses through the Bank's established client touch points, including the Contact Centre, Chatbot and Self Service (IVR). The role leads and manages the team, ensures daily shifts are managed efficiently to maximise productivity per agent, and coaches and motivates agents for better centre performance.

Responsibilities

• Manage Contact Centre service levels by working closely with Team Leaders to ensure agents respond to customers promptly and efficiently.
• Analyse processes that can be automated through Agentic AI (Co-Pilot Mode, Full Mode) and the use of auto responses through the Chatbot.
• Analyse customer calls and dispositions to identify trends, and develop strategies with product owners to minimise or prevent recurring calls.
• Serve as a key knowledge resource on the Bank's products, services, procedures, branch locations and marketing campaigns, ensuring accurate information is shared with agents.
• Review chatbot interactions and drive continuous improvements in bot performance and customer journeys to reduce inbound call volumes.
• Conduct regular coaching sessions for agents and Team Leaders to improve service quality across all Contact Centre channels.
• Oversee the onboarding of new Contact Centre agents and Team Leaders.
• Identify opportunities to improve First Call Resolution, reduce Average Handling Time (AHT) and enhance customer experience while optimising costs.
• Facilitate Closed User Group sessions to identify customer pain points and implement process improvements.
• Coordinate the Employee of the Month programme across all Contact Centre segments.
• Ensure optimal staffing levels through effective workforce scheduling to meet peak service demands.
• Prepare Contact Centre reports for Senior Management review and decision-making.
• Conduct performance management cycles in line with the Bank's policies and processes.
• Collaborate with the Quality Assurance team to identify training needs through interaction reviews and regular call calibrations.

Requirements

• Bachelor's degree in Business Administration, Marketing, Telecommunications, Information Technology, Computer Science, Customer Experience Management, Operations Management or a related field from a recognised institution.
• Minimum of five (5) years of relevant professional experience in Operations Management, Contact Centre Management, Marketing or a related field, including at least two (2) years in a managerial or supervisory role.
• Strong knowledge of Contact Centre systems, Workforce Management, Erlang calculations and First Call Resolution (FCR) principles.
• Knowledge of Artificial Intelligence (Agentic) chatbots is a must.
• Specialisation in Contact Centre Operations is an added advantage.
• Contact Centre Manager Certification or a related professional certification is an added advantage.
• Contact centre management
• Workforce management
• Erlang calculations
• First Call Resolution
• AI chatbots
• Coaching
• Customer experience

Application Instructions

• CRDB Bank does not charge any fees for the application or recruitment process.
• Only shortlisted candidates will be contacted.