Afriland First Bank is hiring : Call Center Manager

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JOB TITLE : Call Center Manager

LOCATION: Yaounde

CONTRACT TYPE: Permanent Contract

NUMBER OF VACANCIES: 01

MAIN DUTY: To manage a team of call center operators who handle enquiries from users through te- lephone and remotely assist them with procedures.

QUALIFICATIONS: At least 3 years of higher education (Bachelor's or Master's degree in Management, Sales or Communication).

EXPERIENCE REQUISE: 2 years in a similar position

SKILLS REQUIRED

KNOW-HOW

• 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

KNOWLEDGE

• IT literac
• Excellent knowledge of banking operations

 

SOCIAL SKILLS

• 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

Candidates should send their CV and motivation to the following e-mail address: firstbankcarrieres@afrilandfirstbank.com

APPLICATION REQUIREMENTS:

SUBJECT: Application for the position of Call Center Manager

APPLICATION DEADLINE: 26 April 2024

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