Manager Contact Centre at CRDB Bank Tanzania

Location

Tanzania Head Office

Department

CUSTOMER EXPERIENCE UNIT

Number of openings

1

Job Purpose

The Manager Contact Centre will be accountable for managing response through established clients touch point for CRDB Bank, Contact Centre, Chatbot & Self Service (IVR). The Manager will lead and manage the team and ensure daily shifts are managed efficiently and maximize productivity per agent. Manager will also be responsible to coach and motivate agents for better performance of the centre

Principle Responsibilities

• Manage Contact Centre service levels by working closely with Team Leaders to ensure agents respond to customers promptly and efficiently.
• Analyse processes which can be automated though Agentic AI ,Co Pilot Mode, Full Mode and the use of auto responses through Chatbot.
• Analyse customer calls and dispositions to identify trends, then develop strategies in collaboration with product owners to minimize 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 to enhance service delivery.
• Review chatbot interactions and drive continuous improvements in BOT performance and customer journeys, with the objective of reducing 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, ensuring a smooth transition and effective learning curve management.
• Identify opportunities to improve First Call Resolution, reduce Average Handling Time (AHT), and enhance customer experience through system and platform improvements while optimizing costs.
• Facilitate Closed User Group sessions to identify customer pain points and implement process improvement initiatives to enhance the overall customer experience.
• Coordinate the Employee of the Month program across all Contact Centre segments to promote engagement and high performance.
• Ensure optimal staffing levels through effective workforce scheduling and timely adjustments to meet peak service demands in line with the Bank’s standards.
• Prepare various Contact Centre reports and submit them to Senior Management for review and decision-making.
• Conduct performance management cycles in line with the Bank’s policies and processes to ensure compliance and continuous development.
• Collaborate with the Quality Assurance team to identify training needs through interaction reviews and regular call calibrations, driving agent efficiency and performance.

Qualifications Required

• Bachelor’s degree in Business Administration, Marketing, Telecommunications, Information Technology, Computer Science, Customer Experience Management, Operations Management, or a related field from a recognized 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 Chatbots (Agentic) is a must
• Specialization in Contact Centre Operations will be an added advantage.
• Contact Centre Manager Certification or a related professional certification will be an added advantage.

CRDB Commitment

CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

Only Shortlisted Candidates will be Contacted.

Deadline

2026-11-08

Employment Terms

PERMANENT