CreditBank PNG seeks an experienced person to fill the role of Manager Contact Centre & Customer Experience.

Reporting to the Chief Operating Officer, the Manager Contact Centre & Customer Experience will be responsible for leading the strategy and execution of all Call Centre operations.

Key responsibilities

Operational:

• Oversee and lead the daily operations of the Call Centre including manual call initiatives and digital channel activity; analyze staffing needs for inbound coverage of phone and email volumes and proactively adjusts to meet the fluctuations in call demands as necessary.
• Track and analyse key performance indicators (KPIs) such as call volumes, average handling times (AHT), first call resolution (FCR), and customer satisfaction (CSAT), and other performance metrics as agreed by the business.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Work with sales staff to follow up on leads generated by marketing campaigns.

Leadership:

• Coach and develop staff to ensure the highest degree of customer service to maximize quality service and customer retention. Foster, promote and contribute to a positive team environment.
• Work closely with the Head of Operations to ensure written and verbal performance feedback is given to all representatives.
• Recommend areas of operational improvement to improve customer experience and increase efficiency in the call centre.
• Determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives.

Reporting and Communication:

• Compile and monitor daily/weekly/monthly operational statistics and reports.
• Analyze trends, variances and problem situations to provide accurate reporting on results, including production statistics, actual result to goal, and forecasting projections.

Key requirements

• Degree in Business Management.
• More than 10 years of general banking experience.
• Excellent verbal and written communication skills with strong interpersonal skills
• Strong leadership skills
• Must be flexible, organized and can manage multiple priorities and meet strict deadlines
• Excellent analytical skills
• Possess strong problem-solving skills
• Ability to work effectively in a demanding, team-oriented, and fast-paced environment
• Working experience with contact centre technology
• Experience working with Microsoft Windows applications
• Ability to work assigned/flexible hours necessary to complete the job on a weekly basis

Application process:

If you think you have what it takes to be in this role, we would like to hear from you.

Applications close on Friday, 24 January 2025, and must provide the following:

• A cover letter.
• A current CV with the names of three (3) contactable referees

Applications must be addressed to:

The Head of People & Culture

Credit Corporation (PNG) Limited

P O Box 1787

Port Moresby, 121

National Capital District

Applications can be hand-delivered to Ground Floor, Credit House, Cuthbertson Street, Port Moresby or emailed to Recruitment@creditbank.com.pg