Call Centre Supervisor

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Average: 3.1 (8 votes)

Call Centre Supervisor

UNICAF, the leading online platform in sub-Saharan Africa offering quality higher education degree programmes in collaboration with UK, US, African and European universities, is growing and looking for a Call Centre Supervisor in Kigali, Rwanda.

Main Tasks & Responsibilities:

  • Support and provide superior service to customers via phone
  • Use questioning and listing skills that support and effective telephone conversation
  • Provide customers with product and service information
  • Process documents, forms, and applications
  • Identify and escalate priority issues

Key Competencies:

  • Excellent verbal and written command of the English language
  • Excellent conversational skills through the phone in English
  • Excellent computer skills (typing skills will be considered an advantage)
  • Attention to detail
  • Excellent time management
  • Ability to reach assigned targets

Key Responsibilities:

  • Effective communication with his/her assigned team members to resolve all issues
  • Effective supervision of the daily work of student advisers assigned to his/her team
  • Effective evaluation of his/her assigned team members on all evaluation indicators and on defined evaluation periods
  • Effective communication (negotiation) with interested applicants (via phone & email)
  • Effective knowledge and presentation of degrees and certificates
  • Effective communication with internal departments (via phone, email & personal presence)
  • Effective system (CRM/SIS) updates
  • Effective time management
  • Effective targets management

 

To apply, please submit your application, stating the subject area “Call Centre Supervisor Rwanda”, with a copy of your CV to vacancies@unicaf.org