LOCATION: Yaounde
CONTRACT TYPE: Permanent Contract
NUMBER OF VACANCIES: 01
MAIN DUTY: Responsible for overseeing a team of call center operators who handle inquiries from users via telephone and provide remote assistance with procedures.
QUALIFICATIONS: Minimum of 3 years of higher education (Bachelor’s or Master’s degree in Management, Sales, or Communication).
REQUIRED EXPERIENCE: 2 years in a comparable position
SKILLS REQUIRED
EXPERTISE
- Coordinate and schedule team activities effectively.
- Develop and implement telephone reception scripts.
- Establish documentation and procedures for each customer.
- Enhance and monitor platform productivity.
- Supervise and manage a team of field supervisors.
- Keep supervisors informed of platform performance.
- Present detailed reports, key metrics, and organizational strategies to propose action plans.
- Identify and address weaknesses, as well as introduce new processes and tools.
- Motivate teams, troubleshoot problems, and make challenging decisions.
- Execute the company’s strategy by assigning roles and tasks based on team members’ strengths and abilities.
KNOWLEDGE
- IT literacy
- Profound understanding of banking operations
SOCIAL SKILLS
- Demonstrate rigor and organization
- Ability to fulfill roles of manager, supervisor, and facilitator simultaneously
- Capability to foresee and prepare for business peaks or exceptional events
- Exhibit a penchant for challenges
- Analytical proficiency to intricately detail and interpret outcomes
- Foster team spirit to appreciate collective efforts
- Ability to collaborate on projects with diverse stakeholders
- Excellent listening, observation, and evaluation skills
- Display autonomy and quick responsiveness
- Exceptional interpersonal abilities
- Demonstrate strong leadership qualities
- Prompt identification and reporting of dysfunctions
- Effective conveyance of information in an educational manner
- Exhibit a sense of responsibility to ensure quality, proper operations conduct, and goal attainment
Candidates are required to send their CV and cover letter to the following email address: firstbankcareers@afrilandfirstbank.com
APPLICATION REQUIREMENTS:
- SUBJECT: Application for the position of Call Center Manager
- APPLICATION DEADLINE: April 26, 2024