Call Center Supervisor
Call Center Supervisor
Localização do trabalho
Uganda
Detalhes sobre a oferta de trabalho
Serving over 25,000 clients in 11 districts of the Mid-Western, Central, and Northern region(s) of Uganda, ENCOT Microfinance Limited (ENCOT) is a social impact, fast growing and innovative MFI operating a network of SIX branches located in Hoima, Masindi, Kigumba, Kagadi, Nakasongola and Kawempe. ENCOT’s mission is to provide microfinance services to low-income smallholder farmer communities, most especially women, to allow them curve their own paths out of poverty through creation of own jobs.
ENCOT is therefore seeking to recruit dynamic, self- motivated, and result(s) oriented professional(s) to work on a three year (3) project “Mass Lending Digitalization†in partnership with aBi Trust.
CALL CENTER SUPERVISOR (2)
Duty Station: Head Office – Masindi
The Call Center Supervisor will be responsible for overseeing the quality controls, data verification & analysis and preparation of reports. He/She will provide leadership and supervision to Call Center Agents and ensure delivery of services to customers in line with project objectives.
Major areas of accountability:
ï‚· Assist in the formulation of targets for individuals and teams
ï‚· Answer questions from staff and provide guidance and feedback
ï‚· Anticipate escalation and take over calls when needed
ï‚· Devise ways to optimize procedures and keep staff motivated
ï‚· Measure performance with key metrics such as call abandonment, calls waiting etc.
ï‚· Ensure adherence to policies for attendance, established procedures etc.
ï‚· Keep management informed on issues and problems
ï‚· Prepare monthly/annual results and performance reports
ï‚· Provides product/service information by answering questions; offering assistance.
ï‚· Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Minimum Qualifications & Attributes:
ï‚· Minimum of Bachelor’s degree in Business Administration, Finance & Accounting, Banking, Marketing, Social Work, Education, or any other related field.
ï‚· At least one (1) year experience in a similar position or any other supervisory role
ï‚· Demonstrated knowledge and skills in people management including the ability to lead and motivate others.
ï‚· Strong training and mentoring skills.
ï‚· Good communication and Supervisory skills.
ï‚· Strong experience in networking, community mobilization, and facilitation.
ï‚· Demonstrated experience and skills in research, analysis and report writing
ï‚· Good interpersonal and both written and verbal communication skills
ï‚· Ability to work sensitively with people from a variety of social backgrounds
ï‚· Personal qualities of integrity, credibility, and commitment to ENCOT’s mission and vision.
ï‚· Proficiency in MS Office suite, good understanding of IT and its role in modern management as well delivery of services to target customers.
Qualified and interested candidates should address applications as below and submit in PDF or MS Word (Cover Letter and CV only) via http://encot.org/index/apply or by email to hr@encot.org by 5:00pm, Friday 4th December,2020.
Head of Human Resources
ENCOT Microfinance Limited
Head Office
Plot 88, Port Road, Masindi
P.O. BOX 389, Masindi – Uganda
www.encot.org
