ENCOT Microfinance Call Center Supervisor Jobs in Uganda
ENCOT Microfinance Call Center Supervisor Jobs in Uganda
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
Assist in the formulation of targets for individuals and teams
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Provides product/service information by answering questions; offering assistance.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Minimum Qualifications & Attributes
Minimum of Bachelor’s degree in Business Administration, Finance & Accounting, Banking, Marketing, Social Work, Education, or any other related field.
At least one (1) year experience in a similar position or any other supervisory role
Demonstrated knowledge and skills in people management including the ability to lead and motivate others.
Strong training and mentoring skills.
Good communication and Supervisory skills.
Strong experience in networking, community mobilization, and facilitation.
Demonstrated experience and skills in research, analysis and report writing
Good interpersonal and both written and verbal communication skills
Ability to work sensitively with people from a variety of social backgrounds
Personal qualities of integrity, credibility, and commitment to ENCOT’s mission and vision.
Proficiency in MS Office suite, good understanding of IT and its role in modern management as well delivery of services to target customers.
How to Apply
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
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