Job Description

• Place of Work: Accra
• Start date: Immediately
• Working hours: Daily 8h00 till 17h00 or as required to fulfill one’s responsibilities.

• Responsible for gaining access to calls on relevant systems;
• Responsible for evaluating of calls, by listening, considering a specific standard and benchmarks;
• Responsible for providing feedback on call evaluations to a relevant audience;
• Responsible for receiving feedback, review, consider and provide relevant feedback to line management ;
• Responsible for conducting daily, weekly and monthly plan of action and refer to line management
• Responsible for following on with team leaders/ supervisors on corrective action and escalated matters where necessary;
• Responsible for documenting all coaching sessions;
• Responsible for using all available resources to complete an appropriate assessment;
• Responsible for Calibration that is, book a room and consultants for teams, together with their Team Leader/Supervisor would listen to a call recording and bring assessment sheets to assess the call and later discuss the differences;
• Responsible for Information, that is, discuss new products, new information and added features, show consultants on how to find answers to their questions from the system;
• Responsible for receiving sales information from the Telesales Executives;
• Responsible for identifying relevant opportunity for conversion (Option A or B);
• Responsible for finalising options;
• Responsible for direct communication to the relevant branch / operation orally & in writing;
• Responsible for ultimately converting deals from offered phase to disbursed phase at an agreed conversion rate (100%);
• Responsible for generating daily reports and general filing;
• Will serve as an Administrative Support;
• Responsible for any other task(s) that may be assigned by the Head of Call Center Operations.

Required Skills or Experience

• A Bachelors’ Degree or HND is essential
• Excellent knowledge of IT systems including call center solutions, Microsoft office and e-mail.
• Two (2) years’ experience in a similar role within a Call center

• Analytical and hard working
• Good customer service skills;
• Good selling skills
• Excellent communication and interpersonal skills
• Neat and organized person.
• Target oriented
• Ability to work under pressure
• Result oriented