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Head of Call Center Operations

Izwe Loans Limited   |  Greater Accra Region


Banking / Finance / Insurance and Customer Service

Preferred Years of Experience

5 - 7 years

Available Slots


Application Deadline

Jun 30, 2017

Job Description

Izwe Loans Limited seeks the services of a Head of Call Center Operations


Job Title: Head of Call Center Operations


Job Location: Accra, Greater Accra


Job Description

  • Manage the daily running of the call center operations
  • Set and meet performance targets for speed, efficiency, sales and quality
  • Plan and manage change
  • Liaise with supervisors, operatives and third parties to gather information and resolve issues
  • Maintain an up-to-date knowledge of industry developments and involvement in or membership of networks
  • Record statistics, user rates and the performance levels of the centre and prepare reports
  • Handle complex customer complaints and enquiries
  • Forecast and analyse data against budget figures on a weekly and/or monthly basis
  • Review the performance of staff
  • Identify staff training needs and plan training sessions
  • Organise staffing, including capacity patterns and the number of staff required to meet demand
  • Coach, motivate and retain staff and co-ordinate incentive schemes
  • Analyse performance statistics and make decisions based on these statistics
  • Ensure compliance with relevant legal and statutory requirements and internationally accepted environmental, health, safety and quality standards
  • Ensure execution on all outbound campaign calls to existing & new customers
  • Build a client-centric call center whose sole focus is the provision of superior client service for all customers calls by utilizing excellent, in-depth knowledge of company products and processes to ensure that clients receive an excellent experience
  • Enable external representation of the voice and tone of the business’ brand which encompasses a great degree of dignity, empowerment and respect afforded to the client
  • Management of fraud mitigation and escalation
  • Management of back-end operations associated with a call center
  • Responsible for any other tasks allocated by the Board of Directors


Qualification and Requirement

  • A Bachelor’s Degree
  • A Master’s Degree in a related field is an advantage
  • 5 or more years’ experience at management level within a sales environment
  • Relevant call centre industry experience
  • Proven track record of people leadership, an ability to build a sustainable high performance culture, an ability to build and maintain strong relationships with key stakeholders, as well as an ability to analyse numbers and drive commercial results
  • Proven track record of leading and developing sales people, achieving financial goals, developing business and delivering strategic projects
  • Sales fundamentals
  • Contact Centre Systems
  • Contact Centre Structure
  • Core principals of Contact Centre environment (knowledge of best practices: conversions, leads utilisation etc.)
  • Performance management relevance & systems
  • Supply chain and related business functions knowledge (e.g., finance, marketing, etc.)
  • Knowledge of applicable laws and regulations
  • Good knowledge of MS Office suite of programmes



  • Obsession with target achievement
  • Verbal and written communication
  • Deciding and initiating action
  • Leading and supervising
  • Relating and networking
  • Planning and organizing
  • Delivering results and meeting customer expectations
  • People management
  • Presenting and communicating information
  • Process Improvement
  • Results driven
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