Call Center Supervisor
AI summary
Fina Trust Microfinance Bank is recruiting a Call Center Supervisor for its Lagos Head Office. The role involves supervising call centre agents for customer service, credit monitoring, collections, and loan recovery. Ideal candidate has leadership skills and experience in contact centre operations within microfinance or FinTech.
- Supervise inbound and outbound call centre operations
- Focus on credit monitoring, collections and loan recovery
- Full-time position at Lagos Head Office
- Requires leadership and contact centre experience
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyLicence, permit or professional registration
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Call Center Supervisor evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Fina Trust Microfinance Bank and the role in Not specified.
- Add concrete examples related to call_center, internship, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Call Center Supervisor role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Fina Trust Microfinance Bank before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Call Center Supervisor at Fina Trust Microfinance Bank ⏲ Aug 3, 2026, 9:34 AM ⋕ View all Banking & Financial Services jobs Fina Trust Microfinance Bank, a member of LOLC Group with corporate Head Office in Colombo - Sri Lanka, is one of Nigeria’s foremost Microfinance Banks. Its operating license was secured from the Central Bank of Nigeria (CBN) in September 2009 as a Microfinance Bank. Fina Trust Microfinance Bank has built a resounding success on excellent service delivery in a uniquely customer friendly environment through professional staff, leveraging on world-class technology. A continuous investment in information technology and in people sets the bank apart from others. We are recruiting to fill the position below: Job Title: Call Center Supervisor Location: Lagos (Head Office) Employment Type: Full-time Department: Operations / Credit & Collections Reports To: Head, Operations / Head, Credit Administration Job Summary The role is responsible for supervising call centre agents engaged in customer service, pre-disbursement verification, post-disbursement follow-up, credit monitoring, collections, and loan recovery activities. The ideal candidate will have strong leadership skills, extensive experience: in contact centre operations, and a sound understanding of lending processes within a Microfinance Bank, Financial Institution, or FinTech environment. The Call Center Supervisor will oversee the daily operations of the Bank's Contact Centre team, ensuring efficient handling of both inbound and outbound customer interactions. Key Responsibilities: Call Centre Operations: Ensure all customer enquiries, complaints, and requests are handled professionally and within agreed service standards. Monitor call queues and agent productivity to ensure optimal service delivery. Prepare daily, weekly, and monthly call centre performance reports. Supervise and coordinate the daily activities of inbound and outbound call centre agents. Credit Monitoring & Recovery: Monitor loan delinquency accounts and ensure timely follow-up. Escalate high-risk delinquent accounts for further recovery action. Supervise outbound calls for loan repayment reminders and overdue collections. Coordinate recovery activities in line with the Bank's recovery strategy. Monitor collection performance against assigned recovery targets. Pre & Post Disbursement Activities: Monitor customer satisfaction and identify service improvement opportunities. Ensure all customer interactions are properly documented within the system. Supervise pre-disbursement verification calls to customers. Ensure post-disbursement confirmation calls are completed promptly. Quality Assurance & Compliance: Conduct regular coaching sessions and performance reviews for call centre staff. Ensure customer information is handled with strict confidentiality. Develop call scripts and standard operating procedures. Monitor call recordings to ensure compliance with regulatory requirements: and internal policies. Team Leadership: Foster a high-performance and customer-centric culture. Set KPIs and performance targets for team members. Conduct performance appraisals and recommend training interventions. Recruit, train, mentor, and supervise Call Centre Officers. Systems & Technology: Manage the effective use of Contact Centre and CRM applications. Monitor dialer performance and system utilization. Work with IT to resolve system-related issues affecting productivity. Generate reports using call centre software and business intelligence tools. Why Join Fina Trust Microfinance Bank? As our Call Center Supervisor, you will play a critical role in enhancing customer engagement, strengthening loan portfolio quality, improving collections, and leading a high-performing contact centre team that supports the Bank's strategic objectives. At Fina Trust Microfinance Bank, we are committed to delivering exceptional customer experiences while driving financial inclusion. Key Performance Indicators (KPIs) First Call Resolution (FCR) Average Handling Time (AHT) Agent Productivity Average Speed of Answer (ASA) Customer Satisfaction (CSAT) Post-disbursement Verification Completion Rate Pre-disbursement Call Completion Rate Loan Recovery Rate Service Level Achievement Complaint Resolution Turnaround Time. Call Answer Rate Quality Assurance Score Promise-to-Pay Conversion Rate Requirements: Qualifications: Professional certifications in Customer Service, Contact Centre Management, or Collections will be an added advantage. Bachelor's Degree in Business Administration, Banking & Finance, Economics, Marketing, or a related discipline. Experience: At least 2 years in a supervisory or team lead position. Demonstrated experience: managing both inbound and outbound call centre operations. Minimum of 5 years of experience: in a Contact Centre, Customer Service, Credit Monitoring, or Collections role. Experience: within a Microfinance Bank, Commercial Bank, Financial Institution, or FinTech is strongly preferred. Technical Skills: Experience: with pre-disbursement and post-disbursement customer verification. Proficiency in Contact Centre solutions. Strong knowledge of credit monitoring and loan recovery processes. Salary N450,000 - N600,000 per month. How to Apply Interested and qualified applicants should send their Resume to: [email protected] using the Job Title as the subject of the email. Application Deadline: 13th August, 2026. View all Jobs in Nigeria Lagos State Call Center Supervisor job vacancies in Nigeria