VisionFund Ghana New Job Advertisement

VisionFund Ghana New Job Advertisement

POSITION: Call Center Supervisor 

Company Profile

VisionFund Ghana (VFG) is a subsidiary of VisionFund International, which operates 28 microfinance institutions across Africa, Asia, Latin America, and Eastern Europe. VisionFund International is a fully owned subsidiary of World Vision International, a Christian relief, development, and advocacy organization. Working together, we lay the groundwork for local economies to thrive in healthy, safe communities.

We are an organization that follows strong ethical standards in our operations. We have zero tolerance for violence or abuse directed at children or adults in the communities where we work. Safeguarding children and adults in the communities we serve is central to all VFG activities, and hence a duty for all employees.

Job Purpose

Responsible for ensuring that all staff meet the institution’s service delivery standards. He/she provides critical support to VisionFund Ghana’s Call Center operations and general supervision to ensure customer satisfaction with product and service delivery in compliance with the institution’s policies, processes, and procedures, hence informing management decisions.

Key Responsibilities:

Manage service standards.

• Review current service delivery rules and procedures to verify alignment with client expectations.
• Communicate the Service Standard to all staff and guarantee full compliance.
• Ensure workers adhere to set standards and processes to provide exceptional customer service.
• Keep abreast of industry service advancements and apply best practices to areas for improvement.

Call Centre Management

• In charge of overseeing VFG’s call center.
• Plan and implement an overall Call Center strategy to guarantee company objectives are fulfilled.
• Participate in the recruiting and training of the customer service team.
• Ensure that your customer care crew has strong communication, problem-solving, and professional phone etiquette skills to achieve client happiness.
• Provide daily supervision and technical help to the customer service staff to meet departmental and organizational objectives.
• Assist the customer service team with their duties, anticipating escalation and taking over calls as needed.
• Participate in client recruiting, orientation, and training to assess performance and provide recommendations for improvement.
• All service evaluation findings should be reported to management for their information.

Complaints and Feedback Management

• Manage the call center by receiving, investigating, and responding to clients’ complaints.
• Work with branch teams to document and fully resolve all complaints.
• Monitor and work with branches to ensure that reoccurring issues are fully handled and resolved.
• Arrange visits to clients to learn about their product and service experiences.
• Establish mechanisms for collecting periodic feedback from sampling clients to help determine VFG’s overall product and service delivery performance.
• Monitor client feedback and use it to guide product and service delivery reviews.
• All complaints and criticism should be recorded and reported to management for decision-making purposes.

Loan appraisal/feedback and delinquency management

• Establish feedback/inquiry response channels throughout the branch network to aid in the retention and tracking of all interactions.
• Monitor and evaluate all loan applications for disbursement.
• Monitor and help in loan delinquency and recovery control.

Performance Management

• Responsible for formulating targets for the customer service team.
• Measure team performance using important indicators such as call abandonment, call waiting, call answered, paused time, and so on.
• Identify and meet the training and coaching needs of the customer service team.

Customer Satisfaction Survey

• Be the lead in conducting client satisfaction surveys.
• Submit survey results for management information.

Required Skill or Experience

• Ability to work with people from various backgrounds.
• To succeed in a fast-paced, dynamic, and high-pressure atmosphere, candidates should have strong verbal and written communication skills, as well as proficiency in at least two local languages other than Akan.
• Experience with quality assurance and data analysis software.
• Excellent negotiation and problem-solving skills.
• Must be fluent in Microsoft Office: MS Excel, MS PowerPoint, MS Word, and MS Outlook.
• Must be a practicing Christian.
• Must be prepared to execute any additional duties that may be assigned.

Qualification and Experience Required

• A bachelor’s degree in business administration or comparable subject is preferred.
• At least 2–3 years of supervisory experience in a customer service job
• Strong understanding of customer service principles and best practices.
• Must be a practicing Christian.

How to Apply for this VisionFund Ghana New Job

Interested applicants should submit their application letter and CV labeled ‘CALL CENTER SUPERVISOR‘ to pandc@visionfundghana.org.

The interested individual must either live in the area or be willing to relocate there.

Closing Date: July 20th, 2024

Only shortlisted applicants will be contacted.

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