Call Center Manager

Job Description :

Direct Supervisor: Operations Director

• In charge of customer service and phone collection.
Phone Collection: the first step of collection process to recover unpaid loans installments from debtors. The Call-Center Manager will have in charge the management of four different teams of phone collectors lead by team leaders, operating in a call center. These teams (50 staff) handle the phone collection for a nationwide scope.
Customer Service: the Call-Center receiving incoming calls from customers. Its activity also covers outgoing calls to customers during the life cycle of their loan. Call-Center Manager will manage this team (10 staff) lead by a supervisor.

Job Accountabilities
• Managing all daily activities of the 2 Call-Centers and their related teams (recruitment, training,…) in due compliance with rules and regulations
• Being responsible for the performance of th...