Assistant Call Centre Agent Manager at Baobab Microfinance Bank

Baobab Microfinance Bank is the leading digital financial inclusion group focusing on serving individuals, micro and small businesses in Africa and China. Our mission is to unleash the potential of our clients offering them simple and easy to use financial services.Founded in 2005 as Microcred, today Baobab has over a million customers and 3,800 employees operating in Burkina Faso, China, Democratic Republic of Congo, Ivory Coast, Madagascar, Mali, Nigeria, Senegal, Tunisia and Zimbabwe.

We are recruiting to fill the position below:

Job Title: Assistant Call Centre Agent Manager

Location: Lagos
Employment Type: Full-time
Reporting Line: Business Development / Marketing Unit

Responsibilities

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals.

Education, Experience, and Licensing
Requirements:

A university / College Degree is an asset.
3 – 4 Years experience as a Supervisor
Previous customer service experience/call centre agents are preferred especially in particular industry.

Other Requirements:

Call center, customer service, 3 years supervisory experience
Proficiency with technology, especially computers, software applications, and phone systems.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem-solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Qualifications / Skills: