Vacancy title:
Call Centre Supervisor

[Type: FULL_TIME, Industry: Education, and Training, Category: Customer Service]

Jobs at:
Unicaf University

Deadline of this Job:
Friday, August 15 2025

Duty Station:
Zambia | Lusaka | Zambia

Summary
Date Posted: Monday, July 28 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Job description:

• Manage and assist your team of advisors in all their issues
• Supervise the daily work of advisors assigned to your team
• Assessing the advisors work and give them feedback to maximize their performance
• Take calls that your advisors can’t handle and be available when an advisor appears to need assistance
• Motivate and encourage advisors through positive communication and feedback
• Evaluates the advisers of your assigned team based on evaluation parameters and reports

Reporting to:

• Director of Operations
• Call Centre Operations Manager
• Call Centre Performance Officer
• Call Centre Performance Manager

Evaluated by:

• The management team
• Anonymous evaluation by team members

Payment scheme:

• Basic Salary
• Commission

Responsibilities

• Manage and assist your advisers in all their issues
• Keep the management informed on issues and problems
• Ensure compliance with company policies and procedures
• Inform your advisors for any new information provided by the management
• Ensure that your advisors use the systems properly
• Prepare weekly/monthly results and performance reports
• Provide feedback and information for tasks which management will assign you to investigate
• Provide suggestions for actions which should be taken for your advisors
• Manage by walking around. Be visible to answer questions.
• Spend the majority of your time to be on top of them to hear and check how they perform with the applicants (on calls and emails).
• Supervise the daily work of advisers assigned to your team
• Assessing the advisors work and give them feedback to maximize their performance
• Take calls that your advisors can’t handle and be available when an advisor appears to need assistance.
• Motivate and encourage advisors through positive communication and feedback
• Evaluate your advisers based on evaluation parameters and reports
• Ensure that your advisors follow their timetable and inform the necessary people for any changes
• Ensure that your advisors apply their leave request if and only if they receive a written approval from the management. For every request, you should provide to the management your suggestion
• Open/Close the Call Centre when needed depending on the time schedule
• Responsible for evaluating the performance of the advisors based on the number of calls, offer letters/application fees/deposits received for each advisor
• Responsible of keeping and maintaining the agreed KPI’s for each adviser assigned in your team
• Responsible for evaluating the monthly and quarterly KPI’s for each adviser assigned in your team
• Responsible for setting up synergy between the student advisers concerning the offer letters and provide any information needed in liaison with the Performance
  Manager and Performance Officer
• Any other tasks as assigned by the Management

Requirements

• Bachelor’s degree
• Leadership/Supervisory skills
• Organizational skills
• Results/Data oriented skills
• Computer skills
  Verbal and written communication skills
• Motivation skills
• Attention to detail
• Judgement
• Multi-tasking skills

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

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