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Customer Support Supervisor​/Inbound Call Center

Job in Accra - Ghana
Full Time position
Listed on 2020-12-09
Job specializations:
  • Customer Service/Help Desk
    Computer Support Specialist, Call Center, Customer Service Rep, Call Center Support
Job Description & How to Apply Below
Position:  Customer Support Supervisor (Inbound Call Center)
About us

Standard Focus is a contact center with branches throughout the globe embarked on a strong growth curve in Africa. We have built a strong, dynamic client base built upon providing exceptional customer service and client focus. We are looking to add to our Africa Customer Service team following an increase in business.

About the Role

Position: English Customer Support Supervisor
Reports to: Ghana Deputy Manager
Working hours: Shift pattern
Location: Alajo, Accra, Ghana
Training: Full extensive training once you start with continuous training and development throughout your career with us.
Growth: Opportunities to grow your career as the company is gradually extending.

Job Summary (Primary purpose & general description of the roles)
• Direct reporting of Customer Service Associates.
• Responsible for staffing, scheduling, recruiting, interviewing, hiring and new employee orientation of his/her role.
• Responsible for employee development and performance management.
• Responsible for chat/email evaluation, resolution and follow up.
• Ensure implementation of new hire and continuing education programs.
• Report and analyze data necessary to monitor team efficiency.
• Provide timely, consistent and constructive feedback to agents and QA Analyst regarding performance towards goals.
• Develop, implement and maintain policies and procedures to ensure quality customer service.
• Liaison between customer support and other departments for shared ideas and processes regarding quality customer service, product innovations and promotions.
• Provide effective feedback to the Management regarding process flow and interdepartmental concerns when necessary.
• General support for all members of the Customer Support team.
• Perform other duties as assigned.
Position Requirements
Bachelor,   5 to 6 Years work experience
• At least college graduate.
• Ability to handle difficult customer situations with tact.
• Has good communication skills
• Display excellent problem solving and people skills.
• Strong customer skills.
• Strong problem solving skills.
• Ability to make decisions and use independent judgment.
• Ability to lead teams, provide & receive constructive feedback and build team-based activities.
• Possess a strong chat presence.
• Ability to prioritize, multi-task and delegate duties.
• Strong communication skills, both verbal and written.
• Ability to communicate professionally with both internal and external customers.
• Ability to listen to and comprehend information and feedback.
• Available to work with 24/7 shifting and work weekends and holidays in order to monitor operations.
• Has good working knowledge of MS Office applications.
• Can work with minimal supervision.
• Preferably with work experience with strong emphasis in coaching, leadership and performance evaluation to achieve set standards.
Required Language Skills:
  • English - Very good
Contact Information
Contact Name: Standard Focus
Preferred method of contact: Email with CV via Application Box below.
Apply for this Job Posting Here:
Ghana-only applications: This Company / Employer has indicated that only qualified candidates currently living in Ghana (and its citizens living globally) are being considered here for this position. Search Here for alternative jobs that match your location & skills.

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