Position Title: Customer Care Supervisor
Employer: Kifiya Financial Technology
Employment: Full-Time | Permanent
Place of Work: Addis Ababa - Ethiopia
Posted date: 9 months ago
Deadline: Submission date is over
Key Responsibilities:
1. Team Leadership and Performance Management
- Supervise and support a team of customer care agents, ensuring adherence to performance standards.
- Monitor agent performance through call audits, quality checks, and KPI tracking.
- Conduct regular coaching, training, and feedback sessions to improve agent efficiency.
- Manage shift scheduling and workload distribution to maintain optimal service levels.
2. Customer Support and Escalation Handling
- Ensure prompt and effective resolution of customer inquiries and complaints.
- Handle complex or escalated customer issues professionally and efficiently.
- Provide guidance to agents on effective customer service techniques and problem resolution.
- Work closely with other departments to escalate and resolve persistent issues.
3. Call Center Operations and Efficiency
- Implement best practices for call handling, reducing wait times and enhancing customer experience.
- Develop and enforce customer service policies and standard operating procedures.
- Utilize call center software and CRM tools to optimize workflows and track customer interactions.
- Monitor and report on service metrics, identifying areas for process improvement.
4. Outbound and Inbound Support Management
- Oversee inbound support related to technical issues, loan applications, repayments, and service inquiries.
- Manage outbound customer engagement, including product activations, loan renewals, and marketing campaigns.
- Ensure proactive customer follow-ups for overdue loans, negotiating repayment plans while maintaining a customer-centric approach.
- Utilize data-driven insights to tailor collection strategies based on customer risk profiles.
5. Collaboration and Stakeholder Management
- Work closely with product, marketing, and operations teams to align customer care strategies with business objectives.
- Provide customer feedback and insights to relevant departments to improve service offerings.
- Support training and onboarding initiatives for new hires and ensure continuous skill development.
6. Reporting and Data Analysis
- Prepare reports on customer care performance, call trends, and agent productivity.
- Analyze customer feedback and complaints to identify recurring issues and recommend solutions.
- Assist management in refining customer service strategies based on data-driven insights.
Key Performance Indicators (KPIs):
- Customer satisfaction and Net Promoter Score (NPS).
- First-call resolution rate and average response time.
- Call quality and adherence to service scripts.
- Agent productivity and performance metrics.
- Successful resolution of escalated customer issues.
- Loan recovery success rate and repayment engagement.
About You
Qualifications:
Education:
- Bachelor’s degree or diploma in Business Administration, Customer Service, Communications, or a related field.
Experience:
- 3+ years of experience in customer service or call center operations.
- At least 1 year in a supervisory or team leadership role.
- Experience in fintech, banking, or digital services is an advantage.
- A strong background in loan collection and repayment negotiations is a plus.
Skills and Competencies:
- Leadership Skills: Ability to inspire and motivate a team while holding them accountable for performance.
- Customer-Centric Approach: Strong problem-solving and interpersonal skills to ensure excellent customer service.
- Analytical Thinking: Ability to analyze service data, identify trends, and develop actionable solutions.
- Technical Proficiency: Experience with call center software, CRM systems, and digital communication tools.
- Multitasking: Ability to handle multiple priorities in a fast-paced environment.
- Negotiation Skills: Ability to engage with overdue customers and negotiate repayment plans effectively.
- Collaboration: Strong teamwork skills to work cross-functionally with different departments.
- Attention to Detail: Ensuring that processes and reports are accurate and effective.
Requirement Skill
- Adaptability
- Leadership
- Teamwork
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