Call Center Manager at FINCA International

Call Center Manager Duties and Responsibilities

• Ensuring that proper call procedure are followed
• Ensuring that confidentiality of customer information is maintained
• Implementation of new working procedures in the operation process
• Addressing the executives and teal leaders about changes in a certain process
• Checking that calls quality is maintained
• Making arrangements for training of new joiners and refresher trainings to existing staff
• Coaching, motivating and retaining staff and coordinating reward and incentive schemes;
• Analyzing performance statistics and making decisions on the basis of these statistics improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
• Attending to the issues of the staff and trying to find a solution
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Handling the most complex customer complaints or enquiries

Job Requirements

CompetenciesSkills

The skills and specifications that a call centre manager must have are as follows:

• Problem solving skills


• Should be motivating in nature


• Excellent telephonic skills


• Must have training skills


• Good knowledge about customer satisfaction


• Impressive communication and interpersonal skills.

Education and / Experience:

• A degree in management studies or consumer studies is also compulsory.


• Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities for three years

Language Skills

• English and Zambian local languages

Computer Skills

• Strong in Microsoft Power point


• Strong in Microsoft Excel spread sheet


• Strong in Microsoft word

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