SamaMbey SUARL is a social enterprise evolving in the agricultural field. We intervene in many regions of Senegal. Sama Mbey aims to improve the living conditions of small producers in rural areas and wants to help them to get out of poverty. At Sama Mbey small farmers can finance them selves if they have the right tool to pay little by little in advance for inputs.
Our vision and goal through our North Star is to work with 1 million small producers by 2025.
We are looking for a call center manager to join our team. As a member of our program team, you will develop our abilities more quickly and help support and develop the skills of our members so that they can achieve their objectives.

Responsibilities
-Develop objectives for the call center’s day-to-day activities
-Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
-Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
-Assume responsibility for budgeting and tracking expenses
-Hire, coach, and provide training to personnel to maintain high customer service standards
-Monitor and improve ordering, telephone handling, and other procedures
-Evaluate performance with key metrics (accuracy, call-waiting time etc.)
-Prepare reports for different departments or upper management

Requirements
-Proven experience as call center manager or similar position
-Experience in customer service isrequired
-Knowledge of performance evaluation and customer service metrics
-Solid understanding of reporting and budgeting procedures
-Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
-Proficient in MS Office and call center equipment/software programs
-Out standing communication and interpersonal skills
-Excellent organizational and leadership skills with a problem-solving ability
-Positive and patient
-High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
-Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Critical Requirement: Fluency in English, French. Duration minimum 2-year commitment Location: Thiès, Senegal Deadline: acceptance of applications on an ongoing basis