Call Center Manager at FINCA International

FINCA International - Location: Zambia, Lusaka

Job closed

Contract

Contract type
Permanent
Application deadline
21/05/2019

Description

Position
Call Center Manager at FINCA International
Industry
Vacancies
1
Description

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

Requirements

Min education
Primary school
Required experience
4 Years
Nationality
Not defined
Languages
Not defined
Skills
Not defined
Prerequisites

.

Company

Employer name

FINCA International

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