Equity Bank
Manager, Service Center Job at Equity Bank Rwanda Plc
Equity Bank Rwanda Plc is recruiting a qualified and experienced professional for the position of Manager, Service Center in its Customer Experience Department.
Job Details
- Position: Manager, Service Center
- Organization: Equity Bank Rwanda Plc
- Department: Customer Experience
- Location: Equity Bank Rwanda Plc Head Office
- Reports to: Head of Customer Experience
- Deadline: 14 November 2026
Key Responsibilities
- Manage daily contact center operations and resources.
- Ensure excellent customer service and timely complaint resolution.
- Monitor calls and evaluate contact center performance.
- Recruit, train, and supervise contact center agents.
- Develop service delivery strategies and performance targets.
- Prepare weekly and monthly operational reports.
- Ensure compliance with banking policies and procedures.
Qualifications and Requirements
- Graduate degree and/or ACIB.
- At least 5 years of contact center experience.
- At least 2 years of call center management experience.
- Proficiency in Microsoft Office and CRM/customer experience tools.
- Strong leadership, communication, negotiation, and strategic management skills.
- Proven track record of good performance.
How to Apply
Interested and qualified candidates should submit the following documents through the official Equity Bank recruitment portal:
- Updated Curriculum Vitae (CV).
- Copies of relevant academic and professional certificates.
- Relevant testimonials.
Equity Bank Rwanda is an equal opportunity employer and values diversity in its workplace.
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