Job Openings at Mwanga Limited

Mwanga is a customer centric, technology driven business support firm that focuses on debt collection, customer data analysis for decision making and customer relationship management for growing and innovative businesses in Africa.

We are recruiting to fill the following positions below:

1.) Team Lead (Call Center)

Job Location: Maryland, Lagos
Employment Type: Full-time

Job Responsibilites

• Manage recovery of overdue payments from customers by supervising agents reaching out and acting as the liaison between creditors and customers.
• Monitor and ensure team members respond to and resolve escalated or complex issues
• Ensure 100% client retention on every project assigned.
• Timely update of all relevant reports weekly and sharing weekly analysis reports with line manager, clearly showing trends per project and defining the strategy for the new week.
• Assist in organizing training for agents with skill gaps.
• Oversee team-members performance and ensure that they achieve weekly recovery and QA targets.
• Work effectively with the QA and Growth team to ensure that business goals are achieved on each project.
• Motivate agents to hit and surpass their required recovery targets and Quality assurance target score daily, weekly and monthly.
• Supervise agents and monitor the way in which they handle phone calls and every other form of communication to ensure that the entire process is in compliance with best practices, customers request and above all yields the required results to the client and company as a whole.
• Drive initiatives that increase revenue and reduce costs.
• Carrying out any other task as assigned by the operations manager.

Job Qualifications

• Interested candidates should possess a Bachelor`s Degree in any relevant field with 1-2 years of work experience.

Salary
N100,000 - N150,000 monthly.

Application Closing Date: 31st December, 2024.

Method of APplication
Interested and qualified candidates should send their CV to: mwangahr@gmail.com using the Job Position as the subject of the mail.

2.) Quality Assurance Analyst

Job Location: Maryland, Lagos
Employment Type: Full-time

Job Description

• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Prepares and analyzes internal and external quality reports for management staff review.
• Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback session and provide feedback to call center team leaders and managers.
• Monitor Agent performance / behavior in a call center and coach/counsel agents to modify their performance / behavior to facilitate a high level of customer service.
• Implement the use of coaching, training and development to contact center agents
• Implement the use of a quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitate call calibration sessions for call center agents.
• You will always be responsible for and liable to discharge the duties that are attached to your office and conduct yourself accordingly. You must perform efficiently to ensure results and depending upon business exigencies, you may be expected to work for reasonable extra hours.
• Your responsibilities and duties may change depending on the needs of the business.

Requirements / Qualifications / Skills

• Minimum of B.Sc. / HND Qualification.
• 2 - 3 years of experience as a call center quality assurance analyst.
• Previous experience in a debt recovery agency will be an added advantage
• Proficient use of Microsoft Excel for reporting.

Application Closing Date: 31st December, 2024.

Method of Application
Interested and qualified candidates should send their CVs to: mwangahr@gmail.com using the Job Position as the subject of the mail.

3.) Tele-collections Officer

Job Location: Maryland, Lagos
Employment Type: Full-time

Responsibilities

• Manages recovery of overdue loan.
• Thoroughly understands assigned portfolio and product.
• Responding to customer queries and escalating accordingly.
• Contacting customers daily/weekly and informing them of their overdue loans.
• Following up with customers daily/weekly on previous payment redemption date.
• Advising customers on the best payment options and negotiating suitable payment plans.
• Maintaining accurate, up-to-date customer account information.
• Reporting accurate customers feedback daily/weekly.

Preferred Requirements

• Qualification: B.Sc / HND / OND in any relevant field
• 0 - 2 years of relevant work experience.
• Candidate must be within the age bracket 20 - 33 years
• Previous experience in tele-collections, tele-marketing, sales and Customer Service will be an added advantage
• Strong Written, Communication and Negotiation Skills.
• Strong command of English Language and at least, one other local or international language.
• Performance driven, Agile, Teachable and willing to learn.
• Ability to collaborate with a team in a fast-paced environment.
• Attention to details and strong Listening skills.
• Persuasive, sales/marketing and analytical skills will be an added advantage.
• Proximity to Maryland (candidates should stay around, Mile 12, Ketu, Anthony, Onipan, Ikeja, Fadeyi, and environs).

Salary
N60,000 - N90,000 monthly.

Application Closing Date: 5th December, 2024.

Method of Application
Interested and qualified candidates should send their CV to: mwangahr@gmail.com using the Job Position as the subject of the mail.