Job Description

Our client, a global health organization with the aim of improving the health of people in developing countries is looking for a well-organized and a proactive Call Center Manager to help with their operations in Ghana.

 ROLE PROFILE

The Call Center Manager will provide support and assistance to the Call Center Operator

 SPECIFIC DUTIES

Responsibilities:

• Management and monitoring of the call center activities
• Ensure call centre adherence to protocols and procedures
• Supervise and support call center operator
• Focal point between the organisation and project partners (MTN, WSUP, etc.)
• Responsible of the administrative and financial aspect of the call center
• Manage budgeting and control of project expenses
• Collect qualitative data and do quality checks
• Write monthly reports detailing threats and weaknesses and propose recommendations.

Required Skills or Experience

• Business Degree in Administration (equivalent of 4 years at the university of Ghana)
• 3-5 years’ experience in managing call center services
• 1 year in project management or similar position
• Having already worked on databases would be appreciated.

REQUIREMENT

• Very good knowledge of IT tools and the Microsoft Office package (Word, Excel)
• Demonstrated ability to manage high-level relationships with partner organizations
• Excellent management and organization skills, along with keen attention to details
• Experience managing budgets for dynamic projects
• Dynamic, rigorous, responsive and well organized
• Very good communication skills, with a perfect command of English (oral and written)
• Must have fair knowledge in customer service
• Must have fair knowledge of governmental issue
• Must have fair knowledge of marketing

PERSONALITY COMPETENCIES

• Must have organizational and planning skills
• Information gathering and monitoring skills
• Problem analysis and problem solving skills
• judgment and decision-making ability
• Must be initiative and a sense of confidentiality
• Must be team member and pay attention to detail and accuracy
• Must be able to adapt