Job Offer: Call Center Manager

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

1. IT literacy
2. Profound understanding of banking operations

SOCIAL SKILLS

1. Demonstrate rigor and organization
2. Ability to fulfill roles of manager, supervisor, and facilitator simultaneously
3. Capability to foresee and prepare for business peaks or exceptional events
4. Exhibit a penchant for challenges
5. Analytical proficiency to intricately detail and interpret outcomes
6. Foster team spirit to appreciate collective efforts
7. Ability to collaborate on projects with diverse stakeholders
8. Excellent listening, observation, and evaluation skills
9. Display autonomy and quick responsiveness
10. Exceptional interpersonal abilities
11. Demonstrate strong leadership qualities
12. Prompt identification and reporting of dysfunctions
13. Effective conveyance of information in an educational manner
14. 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:

1. SUBJECT: Application for the position of Call Center Manager
2. APPLICATION DEADLINE: April 26, 2024