Customer Experience Team Supervisor (Business Banking Queue) 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.

Job Title: Customer Experience Team Supervisor (Business Banking Queue)

Location: Ibadan, Oyo

Employment Type: Full-time

Job Description

• The CX Team Supervisor – Business Banking Queue plays a pivotal role in overseeing customer experience operations for Kolomoni’s business and merchant clientele, particularly those using POS and agency banking services.
• The primary objective of this role is to maintain a high standard of service by ensuring timely resolution of merchant reversal issues, efficient hotline operations, hardware fault resolution, and overall merchant satisfaction.
• The supervisor will manage a team of agents responsible for handling business banking queries, maintaining queue discipline, and ensuring the department meets its Service Level Agreements (SLA) and Customer Satisfaction (CSAT) targets.

Key Responsibilities
Queue & Hotline Management:

• Monitor the business banking hotline to ensure Average Speed of Answer (ASA) and abandon rates are within acceptable limits.
• Actively manage and allocate team resources to maintain real-time queue performance and reduce wait times.

Reversal Oversight:

• Track all merchant reversal complaints and ensure that resolution SLAs (≤1 hour) are met.
• Escalate unresolved reversal issues to the Finance or Reconciliation teams in a timely and documented manner.
• Provide daily and weekly reporting on reversal trends and bottlenecks to the Agency CX Lead.

Hardware Fault Coordination:

• Liaise with the hardware support or device management teams to log and monitor reported device faults.
• Ensure compliance with Mean Time to Repair (MTTR) targets and follow up on delayed resolutions.
• Maintain a fault resolution tracker to support merchant uptime and operational efficiency.

Team Leadership & Coaching:

• Conduct regular Quality Assurance (QA) reviews on agent interactions to ensure service quality.
• Provide ongoing coaching and feedback to improve agent performance and knowledge of reversal and device protocols.
• Promote adherence to daily schedules, attendance, and shift compliance.

Reporting & Stakeholder Engagement:

• Share timely and accurate reports with the Agency CX Lead covering SLA, CSAT, reversal handling, and hardware performance.
• Coordinate with internal departments (e.g., Finance, Reconciliation, Technical Support) for end-to-end resolution of merchant concerns.

Requirements

• Minimum of 2–3 years of supervisory experience in customer service or POS/merchant support roles (preferably in fintech or banking).
• Strong understanding of POS operations, merchant reversals, hardware troubleshooting, and queue management tools.
• Excellent leadership, communication, and coaching skills.
• Proficiency in using CRM platforms, ticketing systems, and Excel for reporting.

Application Closing Date
17th August, 2025.

How to Apply: Interested and qualified candidates should send their application to: [email protected] using the Job Title as the subject of the mail.