Team Lead, Contact Centre

Job description

Exciting Career Opportunity

Team Lead, Contact Centre under the Customer Experience Department.

We are hiring!

Access Bank Zambia is seeking to recruit a self-motivated, enthusiastic, and innovative person to fill the role of Team Lead, Contact Centre under the Customer Experience Department based at Mulungushi, Lusaka, Zambia.

Why the role exists

To lead the Contact Centre Agents in managing customer feedback received through various channels and outbound campaigns efficiently and effectively while ensuring the team exhibits high levels of communication skills and responsiveness to customer issues and support with income generation through sales campaigns and cross sales. This role reports to the Contact Centre Manager.

What you will be responsible for

1.Customer experience management

Lead Agents in handling customer feedback via the Toll free and the social media channels and ensure timely resolution of queries and complaints.
Act as an escalation point for unresolved calls and ensure 100% logging of complaints for tracking.
Facilitate communication between management and the Team to implement strategies that enhance customer satisfaction.
Support in identifying the root cause of customer pain points in conjunction with other internal stakeholders to minimise repeat calls.

2.Performance monitoring and reporting

Monitor team performance and adherence to daily work plans.
Conduct call quality checks and share findings to improve service delivery.
Produce monthly reports for the Service Quality Committee highlighting performance gaps and trends.

3.Training and development

Coordinate training on systems, new products, and services to keep the team updated.
Provide coaching and mentoring, and conduct unbiased quarterly performance appraisals.
Ensure use of approved scripts and resolution procedures during customer interactions.

4.Outbound campaigns and sales support

Lead Agents in executing outbound campaigns aligned with business growth objectives.
Identify cross-selling opportunities and generate quality leads for the sales team.
Support business units with targeted outbound initiatives to drive engagement.

5.Quality assurance and compliance

Perform regular system checks and ensure 100% adherence to policies, procedures, and manuals.
Manage adherence to customer authentication processes to eliminate fraud risks.
Ensure all correspondence and complaints are accurately recorded for reporting as per SLA.

6.Stakeholder engagement and escalation management

Engage internal stakeholders to follow up on escalated queries and unresolved issues.
Support Agents with follow-ups to minimize repeat calls from clients.
Escalate system issues promptly through appropriate channels.

7.Brand Representation and strategic alignment

Demonstrate pride and alignment with the Access brand, values, and culture.
Maintain a high-level understanding of the bank’s strategy and revenue drivers.
Build strong internal relationships to leverage expertise and support business goals.

Requirements (Qualification, skills and experience)

Grade 12 School Certificate with 5 credits including English & Mathematics.
Degree or equivalent qualification in Banking/Business Administration or any related Business related discipline.
Proficiency in MS Office (Word, Excel, Power point and Outlook).
Successful candidate will be required to provide verified academic qualifications by the Zambia Qualifications authority (ZAQA).

How to apply

If you feel you meet the requirements listed above, please submit your cover letter and curriculum vitae to Recruitments@accessbankplc.com. Hand delivered or posted applications will not be accepted. The closing date for applications is 17th October 2025. Only short-listed candidates will be contacted.