We are looking for a competent Call Centre Supervisor to organize and direct the staff of our call centre, and ensure that staff are well-organized and productive. You will be responsible for assessing their work and give them feedback to maximize performance.

An excellent call centre supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.

The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.

Key Responsibilities
Assist in the formulation of targets for individuals and teams

Hire, coach and provide training to personnel to maintain high customer service standards

Manage project allocations across call centre agents to maximise productivity and effectiveness

Partner with marketing to support campaigns as required

Manage call contact lists as per the hot, warm and cold list protocols

Answer questions from staff and provide guidance and feedback

Anticipate escalation and take over calls when needed

Devise ways to optimize procedures and keep staff motivated

Monitor and improve potential and existing donor engagement, telephone handling and other procedures

Measure performance with key metrics such as call abandonment, calls waiting etc.

Requirements
Minimum of 6 – 8 years’ experience in multi-faceted fundraising programmes, including a successful track record of meeting and exceeding challenging targets and achieving year on year income growth.

Experience in fundraising internationally and locally.

Degree level education: Project Management, Political Science, Development Administration, Development Studies are preferred.

Significant experience of managing projects on time and on budget.

A thorough understanding of best practice in supporter acquisition, development and retention.

Understanding of key areas of legislation, regulation and online mechanisms related to fundraising activities.

Proficient in the use of Word, Excel, PowerPoint, Outlook.

Excellent written and verbal communication skills including strong presentation and writing skills. Fluent English is mandatory.

Customer service focused with the ability to form effective internal and external relationships.

Ability to work well under pressure and to meet deadlines.

Flexible approach with the ability to adapt to new and changing situations.

Strong organisational and analytical skills.