Call Center Manager

Our client, a leading Micro-Finance company based in Lusaka Zambia that offers personal loan to permanently employed Civil servants is seeking to recruit a Call Center Manager who will be responsible for the development, management and growth of call center. The successful candidate must have 5 years’ experience within a Call center in the Banking or Insurance sector and must be a Zambian National.

Key Responsibilities:

• Organizing business and team activities to ensure that the short and medium term agreed operational targets are met.
• Ensuring that monthly sales targets for all centres are set on time and communicated to all agents.
• Monitoring the results of all call centres on daily basis.
• Ensuring timely daily activations on all deals.
• Ensuring that all deals are reviewed before client are notified.
• Reviewing and re-designing the process workflows to support business growth.
• Ensuring quality on all deals processed in line with the credit policy.
• Ensuring that all fraud or suspected fraud cases are managed according to company policies.
• Ensuring that all complaints and queries are managed and resolved effectively and efficiently.
• Ensuring suitable and trained staff on call centre platform and customer care related skills.
• Reviewing monthly arrears and proactively follow up with the finding to ensure maximum collections in line with targets.
• Enhancing customer satisfaction, mitigate risks and reducing operational errors within all call centres.
• Providing quality assurance reviews and monitoring adherence to the call centre policies and processes.
• Ensuring that daily and monthly reports are prepared accurately.

Qualification:

• Must have a Bachelor degree in Communication.
• Must have excellent knowledge of IT systems including call centre solutions.
• Must have experience in running an Avaya Call centre.
• Must have 5 years management experience within a Call Centre.

Applications:

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