Job Description

Reports To: Unit Head, Marketing

Job Summary

The Call Center Manager will be responsible for setting the objectives of the Call Center agents, analysing Call Center metrics, providing reliable and efficient support for customers, ensuring that Agents meet goals and providing reports to Management.

This role holder is responsible for maintaining strong relationships within the Call Center team and challenging existing business practices to find more effective ways to meeting business objectives.

Essential Duties

Call Center Management

• Evaluate Call Center Agents effectiveness and performance.
• Prepare reports and analyze call Center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.
• Ensure Call Center Agents are achieving desired service levels and taking corrective measures where needed.
• Work with other management team members to identify trends and develop Call Center objectives, keeping profitability and efficiency in mind.
• Lead locally in the implementation of new Call Center Solutions in collaboration with the Group
• Lead in the management of complaints, follow ups and resolution in collaboration with other teams. Responsible as well of the completion of Complaints reports to Authorities, including Bank of Ghana
• Foster a positive and productive work environment

Business Operations Support

• Lead the Strategy to implement an increasing revenue-generation Call Center, from its definition to its implementation and its execution.
• Lead in the organization of surveys on client satisfaction and experience
• Assist in the development and administration of questionnaires
• Support in the management of customer facing channels.
• Assist in the communication of relevant information to all staff in respect of complaints management.​

People Management

• Lead team meetings and coach and motivate team members.
• Guide Call Center agents through difficult calls or issues, diffusing angry customers and handling issues beyond the expertise of the Call Center Agents.
• Review performance of Call Center agents, identify training needs and plan training sessions.
• Meet performance targets in terms of sales, quality of service, speed and efficiency.
• Create weekly reports and monitor and daily reports.
• Leads generation management and distribution to Call Center Agents

Role Challenges

• Will be handling multiple projects simultaneously from time to time
• May deal with sensitive client’s issues that require high level of confidentiality
• May work late hours to meet deadlines

Required Skills or Experience

Job Specification

• A bachelor’s degree or equivalent in Marketing or Business Administration preferred.
• Minimum four (4) years’ experience working in related field
• Demonstrable experience in Managing a Call Center (Banking or Financial Services experience ideal)
• Exceptional customer service, relationship building, verbal and written communication and conflict resolution/problem solving skills.
• Proficiency in use of MS suite is essential.