• Implement operational plans for the relevant operational unit as defined by the team leaders and management.
• Follow the set operations department processes and procedures.
• Ensure the personal work targets are met by planning and monitoring own productivity.

Maintain and improve operations 

• Monitor personal targets regularly (hourly, daily, weekly and monthly) and take corrective actions if deviations are identified.
• Consider and suggest ways to improve productivity.
• Take personal responsibility to improve own knowledge and skills.
• Participate in performance reviews and coaching sessions aimed at improving personal work productivity, behavior and values.

• Maintains and surpass agreed customer service levels in all customer interactions.
• Be a brand representative when interacting with both internal and external afb customers.

• Establish and maintain an open channel of communication with team leaders and management as well as other call centre agents.

• Completed secondary education, preferably with financial subjects
• A degree or diploma in a business-related field is recommended, but not essential, depending on experience.

• Experience in a call center in the financial industry, preferably in Credit Cards
• Ability to work in groups of people from diverse backgrounds
• Fully computer literate on MS programs essential
• An understanding of call centre systems, infrastructure and processes an added advantage
• Excellent communication skills in English (reading, writing and speaking).  Swahili is an advantage.

• Proven experience in handling customer interactions is essential.
• Work experience in a call centre environment an advantage
• Experience in providing exceptional customer experience and managing customer relationships an advantage.

• Sets clearly defined objectives for self, plans activities and projects, identifies and organizes resources, manages time effectively, monitors performance against deadlines.

• Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of relevant processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes strong personal impact on others; takes care to manage one’s impression on others.

• Adapts and responds well to change and challenges.  Manages pressure effectively and control emotions under pressure.  
• Copes with stress and demands positively.

• Plans ahead and works in a systematic and organized way. 
• Follows directions and procedures.
• Focuses on customer satisfaction and ensures delivery of quality service based on agreed standards.