Sep 242017

Call Center Supervisor reporting to the Head of Call Center Operations Head Office

  • Expiry date for internal applications:  29th September, 2017 (Close of business)
  • Working hours: Monday to Friday (8am-5pm) and every alternate Saturday (9am to 1:30pm)


  • Responsible for the development, management and growth of Izwe’s Call Center staff
  • Responsible for organizing business and team activities to ensure that the short and medium term agreed operational targets are met for the team
  • Responsible for ensuring that monthly targets for team members are set on time and communicated to all agents
  • Responsible for monitoring the results of all team members on daily basis
  • Responsible for ensuring Izwe quality on all deals processed in line with the credit policy by team members
  • Responsible for ensuring that all fraud or suspected fraud cases are managed according to company policies
  • Responsible for ensuring that all communications to customers are made according to set internal communication rules and standards
  • Responsible for ensuring that all complaints and queries are managed and resolved effectively and efficiently
  • Responsible for ensuring suitable and trained staff on Call Center platform and customer care related skills
  • Responsible for preparing and distributing daily/weekly stats of complaints and status thereof
  • Responsible for enhancing customer satisfaction, mitigate risks and reducing operational errors within the Call Center
  • Responsible for providing quality assurance reviews and monitoring adherence to the call center policies and processes
  • Responsible for coaching and mentoring Call Center staff to attain expected performance standards
  • Responsible for ensuring that daily and monthly reports are prepared accurately and timely for Call Centers

Required Skills or Experience

  • A Bachelors’ Degree
  • Excellent knowledge of call center solutions, Microsoft office and e-mail
  • 2 years relevant supervisory experience within a Call Center

Skills / Attributes

  • Analytical and hard working
  • Good customer service skills
  • Excellent communication and interpersonal skills
  • Excellent management skills

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Questions Typiques
“Where do you want to be five years from now?” “What employers are really asking is, ‘Is this job even close to your presumed career path? Are you just applying to this job because you need something? Are your long-term career plans similar to what we see for this role? How realistic are your expectations for your career? Have you even thought about your career long-term? Are you going to quit after a year or two?’”
Questions à poser
What is the single largest problem facing your staff and would I be in a position to help you solve this problem? This question not only shows that you are immediately thinking about how you can help the team, it also encourages the interviewer to envision you working at the position.