Call Center Manager at M-Paya

What you’ll do

• We’re looking to add a Call Centre Manager who will oversee the operations of our call center and Manage the customer service personnel. The candidate should have an understanding of the daily operations of a call center.
• You will be required to guide the staff on how to handle issues raised by customers in a timely and efficient manner. Be able to plan and strategize on how the department can be able to efficiently support business.

Responsibilities

• Ensuring that the call center operates in an efficient manner and provides the highest level of client service.
• Identifying client needs based on client data and developing strategies and plans for addressing specific client needs.
• Ensuring that response times are as low as possible and that client queries are handled within a reasonable timeframe.
• Managing and training the customer service personnel and also ensuring the onboarding process is flawless.
• Developing strategies and establishing goals for customer service and ensuring all customer issues are resolved timely.
• Handling escalated complaints in the event that supervisors are unable to assist.
• Developing SOPs for the call center and update SOPs regularly.
• Conducting market research and identify specific trends which could be well suited for the company
• Provide management with input on client service and areas of concern as informed by data collected in the call center
• conjunction with Financial Manager and establish call center needs and costing. 
• Conducting regular KPI meetings with employees and evaluating staff effectiveness and performance on a need-basis.

Qualification

• Degree in Communications, Business Management or Social course.
• 2years experience working in a call center.
• Proficiency in Basic Computer Software and phone systems
• Problem solving skills.
• Strong grasp on the company’s products, services and customer service policies.