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Permanent/Full Time

3 - 5 Years

First Degree

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Not Specified

Bachelor’s degree in Business Administration, Communications, or a related field. Work Experience: Minimum of 3-5 years of experience in a call center environment, with at least 2 years in a supervisory role. Proven track record of managing teams and achieving performance targets. Knowledge, Skills, and Abilities: Strong leadership and team management skills. Excellent communication and interpersonal skills. Proficiency in call center software and other relevant applications. Strong problem-solving and conflict resolution abilities. Ability to analyze performance metrics and implement improvements. Excellent organizational and time management skills. Ability to work under pressure and handle multiple tasks simultaneously. Multilingual abilities are a plus, particularly in local languages.

2024-12-13

Position Description/Job Purpose

The Call Center Supervisor is responsible for managing the call center team, ensuring that customer inquiries and issues are handled promptly and effectively. This role involves overseeing the day-to-day activities of call center agents, providing training and support, and monitoring performance to ensure a high level of customer satisfaction.

Position Responsibilities and Duties

Team Management: Supervise and support call center agents, providing guidance and assistance as needed.

Performance Monitoring: Monitor call center performance metrics, including call wait times, resolution rates, and customer satisfaction scores.

Training and Development: Conduct training sessions for new call center agents and provide ongoing training for existing staff to ensure high levels of competence and professionalism.

Quality Assurance: Implement and maintain quality assurance processes to ensure consistency and quality in customer interactions.

Issue Resolution: Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.

Scheduling: Develop and manage shift schedules to ensure adequate staffing levels at all times.

Reporting: Prepare and present regular reports on call center performance and key metrics to senior management.

Process Improvement: Identify areas for improvement in call center operations and implement changes to enhance efficiency and customer service.

Compliance: Ensure that all call center activities comply with BTS policies, procedures, and relevant regulatory requirements.

Collaboration: Work closely with other departments to ensure smooth operations and effective communication.

Reporting Relationships

Reports To: Head of Central Operations and Distribution

Supervises: Call Center Agents

Location & Commitments

Location: Accra, Ghana

Commitment: Full-time, with shifts that may include evenings, weekends, and public holidays to cover call center operational hours.

Working Conditions

Office environment with standard call center setup.

Requires sitting for extended periods and using a computer and telephone headset.

May require extended hours during peak times or to resolve urgent issues.

 

East Legon

Greater Accra

Plot 61A Boundary Road