VisionFund Tanzania Microfinance Bank Ltd (VFT MFB) is a rapidly growing and reputable institution, formerly known as SEDA. With a loan portfolio exceeding TZS 29 billion and a customer base of over 30,000—including more than 5,000 smallholder farmers—VFT MFB is committed to driving economic development across Tanzania. We are passionate about empowering people, and our mission is to provide financial solutions that uplift communities and foster sustainable growth.
We are now seeking to recruit a dedicated Call Center Supervisor who will play a crucial role in overseeing our call center operations and ensuring top-notch customer service.
Position Overview: Call Center Supervisor
Work Reference No.: 011/2024
Location: Dar es Salaam, Tanzania
Employment Type: Full-time
As the Call Center Supervisor, you will be responsible for managing daily operations in the call center, ensuring that all customer inquiries and issues are handled efficiently and professionally. The ideal candidate will have a passion for people, excellent communication skills, and the ability to lead a team in a fast-paced environment.
Key Responsibilities:
- Team Leadership: Supervise, train, and mentor call center staff to ensure high levels of customer service and productivity.
- Customer Service Management: Oversee the handling of customer inquiries, complaints, and feedback, ensuring quick and effective resolution.
- Performance Monitoring: Track and analyze call center performance metrics to ensure goals are met, and continuously work on improving efficiency.
- Quality Assurance: Ensure that all calls are handled in a manner that aligns with the bank’s service standards and core values.
- Coordination: Liaise with other departments to ensure customer issues are resolved in a timely and effective manner.
- Report Generation: Produce regular reports on call center performance, challenges, and recommendations for improvement.
Qualifications and Skills:
- A Bachelor’s Degree in Business Administration, Communication, or related fields.
- Proven experience (at least 2 years) in a call center or customer service environment, with supervisory experience being an added advantage.
- Excellent communication and leadership skills, with the ability to motivate and manage a team.
- Strong problem-solving skills and a customer-centric approach to service delivery.
- Familiarity with call center technology and reporting tools.
Why Join VisionFund Tanzania Microfinance Bank?
VFT MFB offers a dynamic work environment where you will have the opportunity to make a real impact on people's lives. As the Call Center Supervisor, you will lead a key department responsible for ensuring the highest levels of customer satisfaction. You will also be joining a team that is committed to economic development and community empowerment.
We are looking for dedicated professionals who share our values of integrity, excellence, and commitment to uplifting those we serve. If you have a passion for customer service and a desire to contribute to the financial inclusion of Tanzanians, we encourage you to apply.
How to Apply:
Interested and suitably qualified individuals should forward their application letter, attaching copies of their academic and professional certificates; detailed CV’s with three referees to; application@vftz.co.tz
The position should be the subject of the email application.
OR; through the postal address below:
The Chief Executive Officer,
VisionFund Tanzania Microfinance Bank Limited,
P.O. Box 1546,
Arusha,
TANZANIA.
The application should reach the undersigned not later than 27th September 2024.
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