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  • Posted: Jan 20, 2020
    Deadline: Jan 23, 2020
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    Our mission: building a responsible group of financial institutions dedicated to microfinance. MicroCred was founded in 2005, through the initiative of Arnaud Ventura, founder and CEO, by PlaNet Finance and partners shareholders. MicroCred Holding is an investment company that invests in and manages responsible institutions and provides them with the...
    Read more about this company

     

    Call Centre Supervisor

    Reporting Line: Business Development/Marketing Unit

    Responsibilities

    • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
    • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
    • Answering agent questions regarding best practices or difficult calls.
    • Identifying operational issues and suggesting possible improvements.
    • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
    • Preparing reports and analyzing data to assist management as they determine call center goals.
    • Call Center Supervisor Requirements:
    • Call center, customer service, 3 years supervisory experience
    • Proficiency with technology, especially computers, software applications, and phone systems.
    • Exceptional verbal and written communication skills.
    • Strong understanding of company products, policies, and services.
    • Ability to coach, train, and motivate employees and evaluate their performance.
    • Excellent problem solving, leadership, and customer service skills.
    • Analytical, efficient, and thorough.
    • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

    Education, Experience, and Licensing
    Requirements:

    • University/college degree is an asset.
    • 2 - 3 Years experience as a Supervisor
    • Previous customer service experience/call centre agents are preferred especially in particular industry.

    Qualifications / Skills:

    • Verbal communication
    • Phone skills
    • Listening
    • Data entry skills
    • People skills
    • Informing
    • Customer focus
    • Customer service
    • Attention to detail
    • Professionalism
    • Multi-tasking

    Method of Application

    Interested and qualified candidates should send their CV and Applications to: fmaidugu@baobab.bz or hrnigeria@baobab.bz using the "Job Title" as subject of the email.

    Note: Please note that applications received after the deadline will not be considered. Only shortlisted candidates will be contacted for the next stage/s of the process.

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