This page needs JavaScript activated to work.

Call Center &Customer Services Manager

Average: 2.7 (88 votes)


Umwalimu SACCO is looking for inspired innovators, dynamic self-driven, and highly creative personalities to collaborate with Umwalimu SACCO in taking it to the next level of success. If you feel you have what it takes, we would like to hear from you.

Please pick one or more positions that speak to you on the list below and send us your applications via email at no later than 28th May 2020. Put the job title you are applying for e.g. “IT Audit Manager” as the subject of the email.

Interested candidates should submit soft copies of the motivation letter, CV, and copy of required notarized degrees and other important documents. Kindly note that only shortlisted candidates will be contacted for the exam and interview.



Key Result Areas




Reports to:     

Director of Operations





Age Limit:  40                                              



Education& experience

  • University Degree in Business, Management, Marketing, or related field.
  • Additional Professional qualification in Banking or Accounting preferred.
  • 3 years‘ experience in a supervisory or management role in Customer Service or Customer Contact Center.
  • 5 years’ experience in Customer Service or Customer Contact Center at other lower levels.

 Skills& Knowledge

  • Management / supervisory/ Team Building
  • Customer focus
  • Attention to detail
  • Speed and accuracy.
  • Ability to work under pressure.

Position objectives

  • Manage the principal contact center for customers
  • Investigate and respond to customer inquiries and complaints within approved target times.
  • Cross-sell UMWALIMU SACCO products and Channels to customers.
  • Attract new customers through the provision of quality after-sales service
  • Achieve customer satisfaction rates set by management.
  • Maintaining regular internal (to staff) and external (to customers) communication on Customer Service matters.

 Key responsibilities

  •  Manage the contact center staff and processes
  • Monitor and ensure the provision of distinctive and proactive over-the-counter services.
  • Ensure that customers’ complaints are handled promptly, professionally, efficiently, and courteously.
  • Ensure that agreed standards are adhered to for services offered by the department
  • Maintain and enhance effective communications with internal managers and customers to facilitate the flow of information and hence foster cooperation.
  • Respond to occasional client queries to ensure that these are resolved effectively and sensitively.
  • Provide an efficient and effective service to clients by maintaining effective communication with them, responding promptly to inquiries
  • Maintain an awareness of customer requirements and any complaints to identify any areas that may need development or improvement.
  • Ensure accurate completion and timely submission of departmental reports.

Any other duties as assigned by the immediate Supervisor.

  • Resolution of customer complaints within set time frames
  • Customer delight as evidenced by minimal complaints
  • Achieving customer satisfaction rates set by the management
  • Maintaining Customer Expectations: the ability to ensure that the department consistently provides customers with exceptional customer service.



NB: These vacant posts are opened to external as well as internal candidates.

Done at Kigali 8/5/2020



Director of HR & Administration