Call Center Supervisor Job at Fina Trust Microfinance Bank

AI summary

Fina Trust Microfinance Bank is recruiting a Call Center Supervisor for its Lagos Head Office. The role oversees contact centre operations, credit monitoring, collections, and team leadership. Full-time position in the banking sector.

• Full-time Call Center Supervisor role at Lagos Head Office.
• Supervise inbound/outbound calls, credit monitoring and collections.
• Requires leadership skills and experience in microfinance or fintech.

Original source description

Call Center Supervisor Job at Fina Trust Microfinance Bank | Jobgurus Toggle navigation Jobs Job Seekers Aptitude Test Scholarships Register Sign in Employer? Post a Job CLICK HERE TO JOIN OUR WHATSAPP CHANNEL Call Center Supervisor Job at Fina Trust Microfinance Bank 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 Position: Call Center Supervisor Job Location: Lagos (Head Office) Employment Type: Full-time Department: Operations / Credit & Collections Reports To: Head, Operations / Head, Credit Administration Job Summary 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. 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. Key Responsibilities: Call Centre Operations: Supervise and coordinate the daily activities of inbound and outbound call centre agents. 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. Credit Monitoring & Recovery: Supervise outbound calls for loan repayment reminders and overdue collections. Monitor loan delinquency accounts and ensure timely follow-up. Coordinate recovery activities in line with the Bank's recovery strategy. Escalate high-risk delinquent accounts for further recovery action. Monitor collection performance against assigned recovery targets. Pre & Post Disbursement Activities: Supervise pre-disbursement verification calls to customers. Ensure post-disbursement confirmation calls are completed promptly. Monitor customer satisfaction and identify service improvement opportunities. Ensure all customer interactions are properly documented within the system. Quality Assurance & Compliance: Monitor call recordings to ensure compliance with regulatory requirements: and internal policies. Conduct regular coaching sessions and performance reviews for call centre staff. Develop call scripts and standard operating procedures. Ensure customer information is handled with strict confidentiality. Team Leadership: Recruit, train, mentor, and supervise Call Centre Officers. Set KPIs and performance targets for team members. Conduct performance appraisals and recommend training interventions. Foster a high-performance and customer-centric culture. 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? At Fina Trust Microfinance Bank, we are committed to delivering exceptional customer experiences while driving financial inclusion. 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. Key Performance Indicators (KPIs) Call Answer Rate Average Speed of Answer (ASA) Average Handling Time (AHT) First Call Resolution (FCR) Customer Satisfaction (CSAT) Loan Recovery Rate Promise-to-Pay Conversion Rate Pre-disbursement Call Completion Rate Post-disbursement Verification Completion Rate Agent Productivity Quality Assurance Score Service Level Achievement Complaint Resolution Turnaround Time. Requirements: Qualifications: Bachelor's Degree in Business Administration, Banking & Finance, Economics, Marketing, or a related discipline. Professional certifications in Customer Service, Contact Centre Management, or Collections will be an added advantage. Experience: Minimum of 5 years of experience: in a Contact Centre, Customer Service, Credit Monitoring, or Collections role. At least 2 years in a supervisory or team lead position. Experience: within a Microfinance Bank, Commercial Bank, Financial Institution, or FinTech is strongly preferred. Demonstrated experience: managing both inbound and outbound call centre operations. Technical Skills: Strong knowledge of credit monitoring and loan recovery processes. Experience: with pre-disbursement and post-disbursement customer verification. Proficiency in Contact Centre solutions. Salary N450,000 - N600,000 per month. Method of Application Interested and qualified applicants should send their Resume to: [email protected] using the Job Position as the subject of the email. 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