Call Center Supervisor


Company Reliance Pers...
Industry Finance
Category Customer Serv...
Location Adabraka
Job Status Full-time
Salary GH¢ 
Education First Degree
Experience 5 years
Job Expires Nov 15, 2019
Contact ...

Job Description

A reputable and successful financial institution, is seeking to fill the position of CALL CENTER SUPERVISOR. This role is responsible for overseeing the day-to-day running of the call center as well as for coaching and monitoring of the call center representatives

Key Responsibilities
  • Serve as the key responsible person in the management of the call center staff.
  • To effectively build call center culture, the supervisor is responsible for “on-the-floor” activities, and must be available to assist agents while they are “on-the-floor.”
  • Produce operational reports and conduct frequent quality assurance audits of call center staff.
  • Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures.
  • Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Forecast volumes of calls and staffing requirements.
  • Maintains call distribution system by assisting the IT Department in configuring the telephone PBX to automatically distribute calls uniformly among call center representatives.
  • Reviews PBX data to monitor the length of time customers remain on hold.
  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies Answers questions and recommends corrective services to address customer complaints.
  • Studies and standardizes procedures to improve efficiency of staff.
  • Maintains harmony among workers and resolves grievances.
  • Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions.
  • Performs other work as may be assigned.

Required Skills or Experience

  • 1st Degree in Administration/Sales/Social Sciences (Desirable but not required)
  • Age: Not more 35 years.


  • A minimum of 5 years’ experience in a similar role;

Required Functional Skills

  • Excellent written, verbal and interpersonal communication skills with agents, peers, management and customers.
  • Strong understanding of Call Center statistical analysis and reporting.
  • Expert level in the use of Microsoft suite of applications.
  • High volume phone queue experience
  • Time management (dependable, accurate, and detail oriented)
  • Ability to analyze information and evaluate results.

How To Apply

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