Job Description

• Responsible for gaining access to calls on relevant systems
• Responsible for evaluating of calls, by listening, considering a specific standard and benchmarks
• Responsible for providing feedback on call evaluations to a relevant audience
• Responsible for receiving feedback review, consider and provide relevant feedback to line management
• Responsible for conducting daily, weekly and monthly plan of action and refer to line management
• Responsible for following on with them leaders / supervisors on corrective action and escalated matters where necessary
• Responsible for documenting all coaching sessions
• Responsible for using all available resources to complete an appropriate assessment
• Responsible for calibration that is, book a room and consultants for teams, together with their team leader/supervisor would listen to a call recording and bring assessment sheets to assess the call and later discuss the differences
• Responsible for information, that is discuss new products/ new information and added features, show consultants on how to find answers to their questions from the system
• Responsible for receiving sales and information from the Telesales executives
• Responsible for identifying relevant opportunity for conversion (Option A or B)
• Responsible for finalizing options
• Responsible for direct communication to the relevant branch / operation orally & in writing
• Responsible for ultimately converting deals from offered phase to disbursed phase at an agreed conversion rate (100%)
• Responsible for generating daily reports and general filing
• Will serve as an Administrative support
• Responsible for any other tasks that may be assigned by the Head of Call Centre Operations

Qualification Required & Experience

• A Bachelor's Degree or HND is essential
• Excellent knowledge IT systems, including call centre solutions, Microsoft office and call centre solutions, Microsoft office and email
• 2 years experience in a similar role with a call centre

Skills / Attributes

• Analytical and hardworking
• Good customer service skills
• Good selling skills
• Excellent communication and interpersonal skills
• Neat and organized person
• Target oriented
• Ability to work under pressure
• Result-oriented

Location: Accra

How To Apply For The Job

Any interested applicants should forward their CV to:

ghanavacancies1@gmail.com

Closing Date: 07 July, 2018