Responsable Call Center / Call Center Manager – Yaoundé
Afriland First Bank
Yaoundé, Centre, Cameroon
·26 Apr. 2024
·Unspecified
·Communication
·Communication manager
JOB TITLE :Call Center Manager
CONTRACT TYPE:Permanent Contract
MAIN DUTY:To manage a team of call center operators who handle enquiries from users through te- lephone and remotely assist them with procedures.
- Plan and coordinate team activities
- Prepare and implement telephone reception scripts
- Create files and procedures for every customer
- Optimise and monitor platform productivity
- Manage and supervise a team of field supervisors
- Inform supervisors of the platform's performance
- Propose action plans through detailed reporting, key ratios and organisational methods
- Propose measures to remedy weaknesses and introduce new processes and tools Motivate teams, solve problems, and make difficult decisions
- Implement the company's strategy, assigning roles and tasks to team members according to their strengths and abilities
- IT literac
- Excellent knowledge of banking operations
- Demonstrate rigour and organisation
- Possess the ability to combine the roles of manager, supervisor and facilitator
- Possess the ability to plan ahead in order to cope with certain peaks in business or excep- tional events
- Demonstrate a taste for challenge
- Possess the analytical ability to detail and interpret results
- Demonstrate the team spirit needed to value everyone's efforts
- Possess the ability to work on projects in collaboration with a variety of stakeholders
- Possess excellent listening, observing and evaluating skills
- Demonstrate autonomy and responsiveness
- Possess excellent interpersonal skill
- Demonstrate great leadership skills
- Posses the ability to promptly identify and report dysfunctions
- Possess the ability to convery information in an educational manner
- Possess a sense of responsibility to ensure quality, the proper conduct of operations and the achievement of objectives
» Years of work experience: Between 2 year and 3 years
» Minimum Education Level: Bachelor's Degree
» Curriculum Vitae
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