At FINCA Jordan, our employees are our biggest asset and the driving force behind our success. They have contributed immensely to create and sustain a positive working environment within the organization. Our management is committed to bring about a tangible change in our country through responsible provision of financing to the unbanked with Transparency, Warmth and Trust.

We offer an abundance of career options that span a wide array of disciplines, with endless opportunities to learn and grow. We make sure that each position keeps your interest alive and gives you an opportunity to work in a dynamic environment. We recruit individuals who are competent, dynamic and well versed in building strong and lasting relationships with our customers. Our institution empowers employees to exchange ideas and experiences with peers and supervisors, thereby continuously bringing about innovation and improvement in all facets of our organization.

Our international network includes operations in 20 countries throughout Africa, Eurasia, Latin America and the Caribbean and the Middle East & South Asia region.

Job Openings

Sales Call Center Manager is accountable for delivering superior service to the clients of FINCA Jordan Call Center and thus establishing such a Call Centre as a benchmark of operational excellence. This is achieved by leading a team of Call Center Officers tasked with inbound and outbound calls from/to clients. 80% of the time is required to be spent on coaching, developing and managing performance of Call Center Officers to deliver a high level of quality service as per set targets and standards. Additional responsibilities include managing and controlling resources, including headcount and working hours, to ensure business continuity and a seamless and consistent level of service to clients. The role is by definition highly customer-focused. The Call Center Supervisor is therefore required to quickly build rapport with clients. The holder of this position is an ambassador for FINCA and hence is instrumental in strengthening FINCA culture of openness, fairness and high ethical standards. The Call Center Officer is required to be energetic, have a positive attitude, being results-focused, open to constructive criticism and feedback, and to be mature and confident enough to feel comfortable in not having all of the answers and thus able to listen to the team in order to get ideas and input.

DUTIES AND RESPONSIBILITIES

 

Customer Relations

  • Ensure that conversations with cliens are in line with FINCA Jordan standards in order to achieve satisfactory resolutions for both parties.
  • Ensure that Call Center Officers listen effectively to clients, and are able to probe to understand their issues/objections, in order to overcome clients’ objections by means of effective negotiations to achieve the desired result of promises to pay.
  • Consolidate the “Voice of the Customer” based on the team’s interaction with segments and regularly sharing such feedback with all stakeholders within the departments, branches and higher levels of the Management Team.

 

Call Center Employees

  • Ensure a harmonious working relationship with Call Center employees ( both peers and other employees irrespecitve of level and working effectively in a team based and highly regulated work environment by working accurately and towards clearly defined goals.
  • lead, motivate, and develop teams by coaching effectively and communicate clearly in a manner that is consistent and supportive in order to create an environment that promotes success and continuous improvement.
  • Identify the requirements for a comprehensive training program for Call Center Officers and ensure team training and development execution.
–        Analyze data and provide effective reporting to all levels in FINCA by ensuring that all key metrics can be recorded and tracked accurately.

–        Comply with the required timelines to produce accurate reports with the intention of feeding back into the business any issues that are negatively impacting performance

Professional standards

  • Personal behavior is fully in line with the company’s values of trust, warmth, and responsible work, both with clients and colleagues.
  • Ensure compliance with FINCA policies and procedures and other internal Manuals.
  • Behave professionally, fairly and transparently to ensure a good reputation of the Institution at all times.
  • Constantly make suggestions for improving call center activities.

COMPETENCIES

  • High level of problem solving and active listening skills.
  • The ability to multi task.
  • A solid understanding of key cross functional proccesses related to cusomter care and an ability to identify both performance issues and opportunities for improvement.
  • Strong analytical skills.
  • Communication skills.
  • Basic knowledge of MS Office (MS Word, MS Excel, MS Outlook).

 

EDUCATION, QUALIFICATIONS AND EXPERIENCE

  • BA in Business, or any other field of business.
  • Collection and sales experience is preferable

LANGUAGE SKILLS
Fluent in Arabic. Knowledge of English in an advantage.