Call Center Supervisor at VisionFund Tanzania Microfinance Bank Limited

VisionFund International (VFI)

Call Center Supervisor

Call Center Supervisor at VisionFund Tanzania Microfinance Bank Ltd September 2024

Job type: Full-time
VISIONFUND TANZANIA MICROFINANCE BANK LTD
VACANCIES
VisionFund Tanzania Microfinance Bank Ltd (VFT
MFB) formerly known as SEDA is a fast growing and reputable Micro
Finance Bank (MFB), has a loan book of more than TZs. 29 billion and
more than 30,000 customer base, more that 5,000 of them being small
holder farmers. VFTMFB is seeking to employ a dynamic and committed
Tanzanian young men & women who have passion for people’s economic
development to fill in the vacant position detailed here below;

Work reference no. 011/2024
Position: Call Center Supervisor
Reporting to: Marketing and Communication Manager
Responsibilities:
Call
Center Supervisor provides overall leadership to VFT’s call center unit
located at head office. The position holder is responsible primarily
for supervision of call center agents who are supposed to attend both
incoming inquiries and making outgoing calls for reconciliation,
delinquency testing, dropped out customers and social performance
surveys The position holder a should ensure maximum customer
satisfaction by supervising the call center and handling customer
inquiries on time, channeling complaints to the respective department
while providing feedback to customers.

Main tasks

• Oversee
  the call center unit to ensure that it support the business in
  achieving the desired goal by coordinating daily activities performed by
  call center agents. 
• Responsible for all planning and coordinating all activities of the call center unit
• Manage shift plan for call center agents
• Ensure calls are attended and recorded
• Gathers complaints from every center/branch on weekly basis
• Channels complaints to respective person/department
• Collect feedback and send feedback to clients on their complaints
• Supervise
  that the branch network maintains up-to-date and accurate records of
  customer complaints from register and suggestion box.
• Review
  calls received by call center agents on daily basis and respective
  response to identify customers who requires further follow-up.
• Report suspicious fraud detected through call center to risk department through fraud reporting portal on the same day
• Receives lists of payments in suspense account for different mobile operators from finance department on daily basis.
• Conducts post disbursement and pre disbursement confirmation to clients on ample basis for confirming the existence of clients.
• Conducts
  delinquency review for clients in arrears to verify their debt and
  repayment status  Strong leadership and people management skills.
• Excellent communication skills.

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Education/Experience
o
Degree Holder in Customer relation, Business administration or any
related field. o At least three years in supervising call center
o
Must have a clear understanding of microfinance bank activities o Very
good knowledge and comfort dealing customers from diverse societies
oVery good analytical & reporting skills

Special / Personal Abilities

• Is honest, hardworking, friendly, focused;
• Local language skills;
• High standards in regards to quality of work;
• Able to work independently and as a team member;
• Attention to detail;
• Experience in banking or microfinance;
• Commitment to the social mission of microfinance.

Mode of Application:
This is Full-time Job, Interested
and suitably qualified individuals should; Forward their application
letter, attaching certified copies of their academic and professional
certificates, detailed CV’s with three referees and National ID to vftHRstaff@vftz.co.tz
All applications should be addressed to;

The position should be the subject of the email application.
The deadline for the application is on 27th September 2024.
N.B. Only short-listed candidates will be contacted.

Disclaimer
VisionFund
Tanzania Microfinance Bank would like to inform the general public that
it has not engaged any consultant/agent to conduct recruitment on its
behalf.