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Team Leaders- Call Centre x2

dfcu Bank

This is a Full-time position in Kampala posted March 10, 2022.

dfcu Bank Jobs in Kampala Team Leaders- Call Centre x2 Carreer opportunities in Kampala vacancies in dfcu Bank at Kampala

# 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 Team Leader- Call Centre in our Commercial Domain CCO.
REPORTING TO: Manager- Call Centre
JOB PURPOSE: Reporting to the Manager- Call Centre, the role holder will
supervise communication quality of advisors and coordinate all complaints,
inquiries, queries logged through the call center ensuring follow up, closure
and root cause elimination within compliance framework.

• Real time on-the-call monitoring of agents, identify gaps, coach and
ensures response quality accurate and articulated engagements in line with
agreed scoring across all media.
• Measure agent performance providing daily, weekly and monthly results,
insight to improvement, guidance and feedback.
• Probe agents before and after calls to uncover missed opportunities to
convert information requests, complaints and compliments into repeat sales,
referrals and salvaged accounts.
• Prepare reports such as complaints analysis, root cause analysis,
outstanding issues, and statistics per agent.
• Propose shift patterns based on agent performance.
• Provide early alerts for Channel Monitoring for ATM availability, E-banking
channels, VISA risk management Realtime service levels required for agent
• Actively monitor risk, compliance, and security, with particular emphasis to
protection of sensitive customer information.
• Is a Central point of all customer experience escalations, receives,
classifies, and dispatches complaint or query to relevant departments.
• Analyze, investigate, and follow up on customer complaints to full closure.
• Flag risk from customer complaints issues arising and checks to confirm that
root causes of key issues have been addressed with corrective action for non-
• Maintain customer related information for accurate record keeping.
• Escalate situations requiring urgent attention.
• Liaise with Quality Assurance officer for daily incident reporting and
monthly performance.

• A degree in Statistics, Business Administration, Economics, or any other
related course.
• Credit analysis and underwriting skills.
• 2 years working experience in credit analysis in banking industry or any
related field.
• Advanced credit analysis skills – interpretation of financial information.
• Have a thorough understanding of bank products and general knowledge on
current trends in the market.
• Quality underwriting skills.
• Forecasting and business modelling.
• Computer competence.
• Good negotiation skills.
• Good interpersonal skills.
• Ability to manage time and pressure effectively to ensure no loss of
• Good presentation and communication skills.
• Organized and efficient i.e. goal and task oriented to complete multiple
priorities and with the dynamic demands of the different teams in relationship
management, credit sanctioning, disbursement, legal etc.
• Excellent communication skills and be able to deal with clients directly.
• Ability 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.
• Ability to identify new business /products on the market, opportunities, and
threats in order to carry out a comprehensive credit analysis.
• Good interpersonal skills – ability to quickly build rapport with new

Apply Online Now

Email:: [email protected]

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 Tuesday 15th March 2022 to the email address
indicated below: **[email protected]**

dfcu Bank Jobs in Kampala Team Leaders- Call Centre x2 Carreer opportunities in Kampala vacancies in dfcu Bank at Kampala

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