Responsibilities

• Ensure the achievement of all the Performance Metrics for all Skillsets and Channels in the CC.
• Support and drive relationships with Consumer, Commercial and Corporate business stakeholders in ensuring their business requirements are fulfilled in the Contact Centre.
• Deliver cost efficiency, ensuring that the CC operate within the agreed cost limits.
• Act as Subject Matter Expert (SME) and project leadership on Contact Centre solution implementations.
• Standardization and Improvements of processes to reduce customer pain and improve customer experience.
• Stakeholder management of internal customers to whom services will be provided.
• Ensure compliance and operational excellence in the development, review and management of the centres processes and resources.
• Provide strong, credible, visible and senior leadership and ensure that staff understand the strategic direction of Ecobank Nigeria and the Group.
• Ensure disaster recovery and business continuity plans are in place, are effective and are practiced.
• Monitor quality and operational effectiveness of the Contact Centre.
• Provide timely, accurate and complete reports on the performance of the Contact Centre, including operations and projects.
• Drive knowledge acquisition through training and learning programs in the Contact Centre.
• Tactically focus on ensuring strategic initiatives are successfully implemented, documented and evaluated regularly in the Contact Centre