Executive Director's Office,Uganda.Contact Centre Consultant

<p><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>&nbsp; &nbsp; &nbsp; &nbsp;KEY RESPONSIBILITIES:</strong></span></span></p><ul><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">To&nbsp;be available and responsive in a prompt, friendly, supportive, and timely manner to all customers who contact KCB through any channel (telephone, email, social media, chatbot, or written communication), ensuring a positive experience at every touchpoint.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Provide fast, accurate, and relevant information on all KCB Group products and services, aligning responses with customer feedback to enhance satisfaction and trust.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Ensure full resolution of customer queries, problems, and complaints within the team as a ‘One Stop Shop’ service, minimizing transfers and improving first-contact resolution.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Actively represent customer expectations across the organization by highlighting trends, recommending improvements, and sharing insights that enhance overall customer experience.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Exercise sound judgment in decision-making to meet customer expectations while achieving win-win outcomes for both the customer and the Bank.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">&nbsp;Deliver complete and effective resolution at first point of contact, reducing effort for the customer and reinforcing confidence in the Bank’s service standards.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Monitor and review VRM card transaction queues hourly, handle card whitelisting requests on Visa Online (VRM) with proper authentication and accurately capture interactions in the ECRM system to maintain service integrity.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Continuously improve personal performance to meet and exceed individual, team, and departmental SLAs and KPIs, contributing to a culture of service excellence.&nbsp;</span></span></p></li><li><p style="line-height: 15pt;"><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Capture and update customer records in CRM for timely follow-up, ensuring continuity and personalized engagement that strengthens customer relationships and retention.</span></span></p><p style="line-height: 15pt;"><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>DAILY RESPONSIBILITIES: NOT MORE THAN 7 OF THE MOST TYPICAL</strong></span></span></p></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Receive and respond to customer queries through calls, emails, social media, SMS, and other available communication channels, ensuring all interactions are accurately recorded in ECRM and followed up to resolution within agreed turnaround times (TAT).&nbsp;</span></span></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Engage customers proactively to strengthen relationships through activities such as welcome calls to new customers, service satisfaction callbacks on ATM cards/cheque books, addressing overdrawn accounts, reactivating inactive mobile accounts, deposit mobilization, loan recovery calls, and other tasks assigned by the supervisor.&nbsp;</span></span></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Handle card whitelisting requests on Visa Online (VRM) after proper customer authentication, accurately capture and update interactions in ECRM, and monitor VRM transaction alerts on an hourly basis to maintain service integrity.&nbsp;</span></span></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Monitor compliance with service level agreements (SLAs) in ECRM across different departments and promptly report any non-compliance to the team leader for corrective action.&nbsp;</span></span></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">Propose and implement workflow and productivity improvements as needed to enhance efficiency and customer experience.&nbsp;</span></span></li><li><span style="font-family: &quot;Segoe UI&quot;, sans-serif;"><span style="font-size: 10.5pt;">&nbsp;Adhere to assigned schedules to ensure availability and timely service delivery across all customer touchpoints.</span></span></li></ul><p><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>&nbsp; &nbsp; &nbsp;</strong></span></span></p><p><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>&nbsp; &nbsp; CHALLENGES:&nbsp;</strong></span></span></p><ul><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Job-related fatigue and stress due to demanding nature of work as the Contact Centre environment is very system intensive and highly supervised.</span></span></p><p style="text-align: justify;">&nbsp;</p></li></ul><p><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>&nbsp; &nbsp; &nbsp;MINIMUM POSITION QUALIFICATION REQUIREMENTS</strong></span></span></p><ul><li><span style="font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>Academic &amp; Professional</strong></span></span></li></ul><p>&nbsp;</p><figure class="table"><table border="1" cellspacing="0" cellpadding="0" style="border-collapse: collapse; border-width: medium; border-style: none; border-color: currentcolor; border-image: none; margin-left: 5.4pt;"><tbody><tr><td rowspan="3" width="94" style="border: 1pt solid black; padding: 0in 5.4pt; width: 70.3pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Education&nbsp;</span></span></td><td width="195" valign="top" style="border: 1pt solid black; padding: 0in 5.4pt; width: 146.55pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Bachelor’s degree</span></span></td><td width="234" valign="top" style="border: 1pt solid black; padding: 0in 5.4pt; width: 175.25pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Business</span></span></td><td width="102" valign="top" style="border: 1pt solid black; padding: 0in 5.4pt; width: 76.5pt;"><p style="text-align: center;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">RQ</span></span></p></td></tr><tr><td width="195" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 146.55pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Professional Qualifications</span></span></td><td width="234" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 175.25pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Customer Service Excellence</span></span></td><td width="102" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 76.5pt;"><p style="text-align: center;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">AA</span></span></p></td></tr><tr><td width="195" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 146.55pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Master’s degree</span></span></td><td width="234" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 175.25pt;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Business</span></span></td><td width="102" valign="top" style="border-width: medium 1pt 1pt medium; border-style: none solid solid none; border-color: currentcolor black black currentcolor; padding: 0in 5.4pt; width: 76.5pt;"><p style="text-align: center;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">AA</span></span></p></td></tr></tbody></table></figure><ul><li><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;"><strong>Experience</strong></span></span></li></ul><figure class="table" style="width: 85.02%;"><table class="ck-table-resized" border="1" cellspacing="0" cellpadding="0" width="450" style="border-collapse: collapse; border-width: medium; border-style: none; border-color: currentcolor; border-image: none; margin-left: 5.4pt; width: 337.5pt;"><colgroup><col style="width: 49.87%;"><col style="width: 50.13%;"></colgroup><tbody><tr><td width="360" valign="top" style="border: 1pt solid black; padding: 0in 5.4pt; width: 3.75in;"><p>&nbsp;</p><p><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">Total Minimum No of Years Experience Required</span></span></p><p>&nbsp;</p></td><td width="90" valign="top" style="border: 1pt solid black; padding: 0in 5.4pt; width: 67.5pt;"><p>&nbsp;</p><p style="text-align: center;"><span style="color: black; font-family: Arial, sans-serif;"><span lang="EN-GB" style="font-size: 11pt;">1 YEAR</span></span></p></td></tr></tbody></table></figure>