Call Centre Supervisor Job Opportunities – Bayport Financial Services Uganda Ltd

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Job Title:    Call Centre Supervisor

Organisation: Bayport Financial Services Uganda Ltd

Duty Station:   Kampala, Uganda

Reports to: Country Operations Manager

 

About US:

Bayport Financial Services Uganda Ltd is part of the Bayport Group (BML) headquartered in Mauritius and working out of Johannesburg, South Africa with Financial Services Operations in over 9 Countries in Africa and South America.

 

Job Summary:  The Call Centre Supervisor shall play a vital role in enhancing business growth, by ensuring that all agents achieve their set targets. Organize and manage call center agents, assess their performance and provide feedback as needed.

 

Key Duties and Responsibilities:

  • Recruit and train call center agents to respond to customer questions and complaints.
  • Ensure agents understand and comply with all call center objectives, performance standards and policies.
  • Actively monitor call center team activities and identify and act on both positive and negative performance trends to ensure attainment of monthly sales targets.
  • Ensure that agents are informed about changes to company products and services.
  • Respond to agent questions regarding best practices and address challenges.
  • Monitor and evaluate agent performance, provide learning and coaching opportunities and take corrective action as may be needed.
  • Prepare reports and analyze data for decision making.
  • Work with other supervisors and the management team to support agents and maximize customer satisfaction.




Qualifications, Skills and Experience:

  • The applicant must hold a Bachelor’s degree with honors from a recognized University.
  • At least three years’ experience in Financial Services Industry at the supervisory level.
  • Call center and customer service supervisory experience is of added advantage.
  • Exceptional verbal and written communication skills.
  • Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
  • Excellent computer skills.
  • Ability to work independently and with minimum supervision while meeting and exceeding deadlines and expectations

 

How to Apply:

All candidates should send their applications, detailed CVs and copies of certified academic documents to: The Human Resource Office, Bayport Financial Services, Plot 4, Kyadondo Road, Trust Tower. P.O. Box 1171, Kampala, Uganda or email to hrcom@bayport.co.ug

 

Deadline: 25th February 2022

 

NB: Only shortlisted applicants will be contacted.

 

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