Job Opportunities at Mwanga

Job Description:

• Provide technical assistance with computer hardware and software.

• Resolve issues for staff via phone, in person, or electronically.

•  Perform hardware and software installations, configurations and updates as needed

• Provide technical support across the company including troubleshooting system and network problems, diagnosing and solving hardware or software faults.

• Execute maintenance upgrades.

• Perform user administration tasks including setting up accounts for staff, educate them on log in and resolve issues arising.

• Resolve technical issues in a timely manner using available resources within the company.

• Ensure that each support issue and resolution is adequately documented.

• Record keeping of all assets also mapping this to unique identifiers, staff in possession of the assets and state of assets.

• Planning, Installation, Maintenance and upgrade of IT systems and company infrastructure.

• Ensuring smooth running of day to day operations, making sure all tools needed by each department for work is provided.

Job Requirement:

• Minimum Qualification:HND/ B.Sc in Computer and information Technology or other related courses
• 1-3 years experience as an IT delivery support officer
• Knowledge of IT systems and infrastructure
• Previous experience in a BPO will be an added advantage

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Job Description:

• Manage recovery of overdue payments from customers by supervising agents reaching out and acting as the liaison between creditors and customers.
• Monitor and ensure team members respond to and resolve escalated or complex issues.
• Ensure 100% Client retention on every project assigned.
• Timely Update of all relevant report weekly and Sharing weekly analysis report with line manager, clearly showing trends per project and defining the strategy for the new week
• Assist in organizing trainings for agents with skill gaps.
• Oversee team-members performance and ensure that they achieve weekly recovery and QA targets.
• Work effectively with the QA and Growth team to ensure that business goals are achieved on each project.
• Motivate agents to hit and surpass their required recovery targets and Quality assurance target score daily, weekly and monthly.
• Supervise agents and monitor the way in which they handle phone calls and every other form of communication to ensure that the entire process is in compliance with best practices, customers request and above all yields the required results to the client and company as a whole.
• Drive initiatives that increases revenue and reduce costs.
• Carrying out any other task as assigned by the operations manager.

Job Requirement:

• Minimum Qualification: HND/ B.Sc  

• 2-3 years’ experience as a Team lead or Project lead in a debt recovery agency.

• Data analysis skill

• Proficient Use of Microsoft Excel