Manager Contact Centre

CRDB Bank Plc · Dar es Salaam · posted 1 h ago

About the role

CRDB Bank is recruiting a manager to lead its contact centre, chatbot and IVR self service channels from the Tanzania head office. The manager oversees agents and team leaders, keeps service levels on target and coaches staff for better performance. The role also studies call trends and works with product teams and AI tools to cut repeat calls and automate responses.

Key requirements

• Bachelor's degree in business, marketing, IT, customer experience or a related field; at least 5 years in operations or contact centre management, with 2 or more years supervising people; strong knowledge of contact centre systems, workforce management and first call resolution; must understand AI chatbots