New VisionFund Job Vacancy – September 2024

Call Center Supervisor Job Vacancy at VisionFund Tanzania – September 2024

Position: Call Center Supervisor
Company: VisionFund Tanzania Microfinance Bank Ltd
Location: Arusha, Tanzania
Working Hours: Full-time
Application Deadline: 27th September 2024

ABOUT US

VisionFund Tanzania Microfinance Bank Ltd (VFT MFB), formerly known as SEDA, is a fast-growing and reputable Microfinance Bank with a loan book of over TZs. 29 billion and a customer base exceeding 30,000, including more than 5,000 smallholder farmers. VFT MFB seeks to employ dynamic and committed Tanzanian young men and women passionate about people’s economic development to fill the following vacancy:

Position: Call Center Supervisor

Reporting to: Marketing and Communication Manager

KEY RESPONSIBILITIES

• Team Leadership: Supervise and lead the call center agents, ensuring that they handle both incoming inquiries and outgoing calls for customer service, delinquency testing, and performance surveys.
• Daily Operations Management: Oversee and coordinate all activities in the call center, ensuring that calls are attended to, recorded, and that customer complaints are addressed promptly.
• Complaint Handling: Collect and channel complaints from various branches and provide timely feedback to customers.
• Performance Monitoring: Review calls received by agents daily to identify customers who need further follow-up and monitor the branch network’s complaint management.
• Risk Management: Report any suspicious fraud detected through the call center to the risk department on the same day.
• Customer Confirmations: Conduct post- and pre-disbursement confirmation calls to clients to verify the existence of customers and delinquency status.
• Shift Planning: Manage and schedule shift plans for call center agents, ensuring optimal coverage and efficiency.

QUALIFICATIONS & EXPERIENCE

• Education: Bachelor’s degree in Customer Relations, Business Administration, or any related field.
• Experience: At least 3 years of experience supervising a call center, with a clear understanding of microfinance bank operations.
• Skills: Strong leadership, excellent communication, analytical and reporting skills, and comfort in dealing with customers from diverse backgrounds.

PERSONAL ATTRIBUTES & COMPETENCIES

• Honest, hardworking, and detail-oriented
• Local language skills are an advantage
• Ability to work independently and as part of a team
• Commitment to the social mission of microfinance

HOW TO APPLY

Interested and qualified candidates should submit their applications via email, attaching copies of their academic and professional certificates, a detailed CV, and references to:

[email protected]

OR by postal mail to:

The Chief Executive Officer,
VisionFund Tanzania Microfinance Bank Limited,
P.O. Box 1546, Arusha, TANZANIA

Ensure the subject line of the email is “Call Center Supervisor.”
Applications must be submitted no later than 27th September 2024.

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