Job Description

The Call Center (Telesales) Manager is a key role in our Mobile Money Division, requiring a high level of responsibility and capabilities to set strategies to meet targets, deliver high performance through coordination and communication, team building and leadership development.

Responsibilities:

• Ensure that team targets are achieved
• Report to Divisional Manager on the performance of agents and teams
• Update agents on their monthly performance
• Ensure sufficient call list for supervisors
• Ensure the provision and management of resources for work
• Ensure quality of work by agents and supervisors
• Manage all Agents, Team Leaders, and Supervisors within the Call Center
• Liaise with IT personnel/Supervisors to resolve internet interruptions
• Manage customer complaints as reported by Agents and Supervisors
• Prepare payroll
• Hold weekly meetings with agents

Required Skills or Experience

• Minimum of a Bachelor’s Degree
• Good written and verbal communication skills
• At least 3-5 years of sales experience in a call center setting
• Good excel and analytical skills
• Good interpersonal skills
• Ability to multi task and work under pressure
• Hardworking, energetic and self-motivated
• Experience with managing a team
• Ability to motivate a team towards achieving set targets