About the Role

Key Responsibilities.

Call Centre Team Management.

• Build guidelines, policies, necessary training, and scripts for the teams
• Act as a high-level communications liaison between Call Centre Team / Field officers and HQ on relevant matters.
• Ensure seamless operation and processes of the Call Centre.
• Work closely with Finance and Risk to learn the business considerations behind the approval process.
• Assigning and creating Call Centre weekly/monthly goals and targets.
• High-level monitoring of funnel movement and maintaining momentum.
• Ensuring constant and relevant CRM updates are done effectively.
• Ensuring scripts & protocols between customer and Call Centre team is understood and followed through effectively. 
• Updating of protocols and scripts to be done regularly with the Africa Coordinator.
• Regular training sessions are to be arranged (in liaison with the Africa Coordinator) to ensure TD agents are well-versed with any product or process updates.
• Solve Call Centre issues and escalate to relevant HQ departments if required.
• Have weekly funnel review sessions with Country Manager to review weekly numbers achieved, identify gaps and implement solutions.
• Act as direct manager for the Call Centre team and be responsible for their welfare.

Sales responsibilities 

• Acquisition of new clients.
• Lead conversion from numerous marketing channels.
• Creating a short- and long-term sales plan to achieve the given objectives.
• Consistently meet revenue goals following team/organizational goals.
• Actively looking for possibilities to upsell and cross-sell to existing customers.
• Ensure maintaining customer relationships while onboarding.
• Recognize customer needs and provide insights for improving the product portfolio based on interactions with, and feedback from customers.
• Immediately identify and raise bottlenecks in our processes and provide solutions to counter them swiftly and effectively.
• Create structured efficient reporting mechanisms on Call Centre activity.
• Overseeing pre- to post-sales support activities while guaranteeing the greatest level of client Satisfaction.
• Managing all interaction channels with our customers: Social media, chat, emails, and so on.

Key Knowledge and Experience.

• Bachelor’s degree in business administration, Marketing, or a related field.
• Must have 5+ years minimum experience in a Call Center Management role. 
• Have experience in Sales in a growing, fast-paced, dynamic, serving agribusinesses, and selling financial products.  
• Must have a solid understanding of financial products and loans.
• Have strong sales and interpersonal skills.
• Proven experience in achieving and exceeding goals.
• Have strong customer service and relationship management abilities.
• Have the ability to assist with the implementation and deployment of services and solutions.
• Have analytical and problem-solving capabilities.
• Exceptional negotiation skills.
• Shine in stressful and busy environments.
• Goal oriented.
• Possess presentation and communication skills.
• Time management.
• IT savvy, efficient with Microsoft Office (Powerpoint, Word & Excel).
• Ability to work independently.

How to Apply

If you are up to the challenge and possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Call Centre/ Sales Manager – Financial Fintech) 

Send your application to: [email protected]