Call Centre Manager at Mwananchi Credit Ltd

Job Purpose:

The Call Center Manager is responsible for overseeing daily operations by ensuring efficient customer service, staff performance and adherence to financial objectives of the organization.

Essential Duties & Responsibilities Include But Not Limited To The Following:

• Manage the day to day running of the Call Center
• Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
• Setting call center agents target, monitoring performance, appraising them and providing timely feedback.
• Organizing staffing, including shift patterns and the number of staff required to meet set targets
• Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management
• Participate in hiring and training of call center agents so as to ensure business continuity.
• Develop strategies to improve customer experience, handling of most complex customer complaints or enquiries.
• Identify, escalate and advice management on recurring complaints.
• Performing any other duties as may be assigned by management from time to time

Qualification, Knowledge and Experience:

• Bachelor’s degree/Diploma in a business-related field from an accredited University/College required.
• At least 3-5years’ experience in a busy call center environment at Supervisory level

Key Competencies

• Experience in closing Sales
• Excellent written and verbal communication
• Excellent attention to detail and Accuracy of data
• Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels
• Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities
• Basic Word processing and Spreadsheet skills
• Ability to provide effective leadership to a team
• Ability to manage and provide feedback to all types of individuals.