Customer Experience Team Supervisor (Personal Banking Queue) Job at Kolomoni Microfinance Bank

Kolomoni Microfinance Bank is a financial services provider committed to providing customers with unparalleled access to smart, personalized, and convenient banking experiences.

We are recruiting to fill the position below:

Job Position: Customer Experience Team Supervisor (Personal Banking Queue)
Job Location: Ibadan, Oyo
Employment Type: Full-time

Job Purpose

• The Customer Experience (CX) Team Supervisor – Personal Banking Queue is responsible for leading the daily operations of the Personal Banking support team, ensuring timely, high-quality service delivery across digital channels.
• The primary objective is to maintain Service Level Agreement (SLA) compliance of ≥92% and a Customer Satisfaction Score (CSAT) of ≥4.6, guaranteeing prompt, helpful, and empathetic customer support.
• The role involves managing support queues in real time, coaching team members for optimal performance, addressing escalated issues swiftly, and collaborating with stakeholders across the organization to continuously enhance service delivery and customer satisfaction.

Key Responsibilities
Queue & SLA Management:

• Monitor live support queues and dynamically reallocate agents as needed.
• Maintain SLA performance ≥92% by managing team availability and response times.
• Produce daily and weekly queue performance reports.

Team Coaching & Quality Assurance

• Conduct quality assessments of customer interactions weekly.
• Provide actionable coaching and performance feedback.
• Lead team huddles and support the onboarding of new agents.

Escalation Handling & Oversight

• Ensure critical tickets are escalated within 10 minutes.
• Liaise with Tier 2/3 support desks to resolve escalated cases promptly.
• Monitor resolution timelines and provide follow-up support.

Reporting & Cross-Team Collaboration

• Compile and submit periodic performance reports to Digital CX Lead.
• Work with Product, Operations, and Engineering teams to share customer insights.
• Identify trends in service requests and recommend systemic fixes.

Operational Oversight & Workforce Management

• Ensure adherence to staff schedules (≥95% compliance).
• Maintain team morale, minimize attrition, and support career development.
• Work closely with HR and training for continuous upskilling.

Requirements

• 2–3 years in a customer service supervisor or digital support leadership role
• CRM tools (e.g., Zendesk), queue monitoring tools, Excel, coaching
• Communication, leadership, conflict resolution, emotional intelligence

Method of Application
Interested and qualified candidates should send their application to: recruitment@kolomonimfb.com using the Job Position as the subject of the mail.