Job Description

• Manage a team of Customer Service Representatives and Team Leaders to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
• Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Act as account POC during the absence of the Operations Manager
• Assist in queue management using the tools available to them and in coordination with the Global Command Center.
• Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Operations Manager.
• Attend and/or facilitate internal and external calibration sessions, conference calls and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Act as a liaison between the management / Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
• Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
• Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

• Candidate must possess at least a Bachelor’s / College Degree, in any field.
• At least 3 to 5 years BPO Operations supervisory experience.
• 1 year experience handling a financial/fraud and disputes account is an advantage
• Willing to work on Graveyard shifting schedules
• Willing to work in Accra Ghana