Call Centre Shift Manager & Supervisor at African Management Services Company (AMSCO)

Reporting to the Customer Service Manager, the Call Centre Shift Supervisor will be responsible for supervising the call center, to deliver high performance results and install practices to increase the current performance of the team. S/he must be able to work in a highly competitive environment with up to 40 customer care agents per shift.

Responsibilities

• Excellent ability to cross sell products. S/he must know how to motivate the team to increase sales, to up sale to the clients and resolve disputes in a professional manner.
• Lead and train the sales team, to install procedures and practices to increase the sales and quality of service.
• Determine telemarketing quality standards by studying inbound and outbound calls and customer service presentations.
• Provide feedback and timely reports to Customer care manager.
• Develop new models; implementing changes and gives suggestions on new procedures and policies in order to increase performance of the team.
• Organize frequent trainings and motivate the team in order to increase the performance.
• Supervise the shift and ensure all clients are served accordingly and efficiently.
• Handle complaints and other issues the team comes across with during the shift.
• Communicate with other internal department in case of issues and follow up on receiving fast resolution of the same.
• Maintain files, emails and other relevant information in organized manner.
• Any other duty that may arise.

Qualifications

• At least 2 years’ experience similar position in sales.
• Excellent sales skills, experience in this field is necessary.
• Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
• Excellent verbal and written communication skills.
• Ability to deliver high performance results and meet monthly targets.
• Must be highly motivated self-starter and willing to deliver to the maximum.
• A responsible attitude and able to multitask between internal departments and large group of team members across different platforms.
• Highly organized with ability to make right decisions under pressure.
• Ability to lead and motivate others.
• Good time management and accuracy at record keeping.
• Ability to prioritize own work and work of other team members.
• Excellent work ethics and ability to work independently, under pressure and meet tight deadlines.
• Ability to work in shifts.