• Developing agents to become multi-dimensional with the portfolio mindset and the capacity to sell multiple products successfully• Providing day-to-day on key technical skills agents require to succeed including but not limited to product knowledge, sales and marketing etc.• Development of new marketing strategies and generating new leads, ensuring business continuity• Monitoring and driving individual team performance and improving the performance of each individual agent to maximize agent performance.• Uphold transparency to clients on the credit application process and requirementsand offer clarification on all matters.• Build Product Knowledge and awareness to identify potential opportunities to up-selland cross-sell.• Ensure full compliance with Know Your Customer (KYC) requirements by collectingdetailed information on each client through meetings and field visits (home, business,suppliers, customers, guarantors, community) and loan appraisal (financial analysis,repayment capacity, tenure, collateral etc).

Participate in designing of call monitoring formats and quality standards. Perform call monitoring and provide trend data to operation management team.Use quality monitoring data management system to compile and track performance at team and individual level.  Monitoring of customer care email responses.Participate in customer and client listening programs to identify customer needs and expectations.Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions for call center staff.Provide feedback to call center team leaders and managers.Prepare and analyze internal and external quality reports for management staff review.

 Guidance and supervision of call center agents in a blended environment.  Coach, motivate, train, develop and guide agents performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve metrics while maintaining Quality. Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved. Utilize strong knowledge of customer systems, and leadership skills to oversee and guide agents to meet performance and customer service objectives.

 Offer customer service to Dstv and Gotv customers. Handle outbound calls on new products survey and promotions. Do auto batch contacts for clients whose subscription dates are due. Close on sales for the Dstv and GOTV win backs. Navigate through with customers on the Decoder settings.

Responsibilities: Provide financial advisory to existing and prospective customers through a relationship-based approach. Demonstrate products and services to existing/potential customers and assists them in selecting those best suited to their needs Cold call on prospective clients to bring them on board. Develop clear and effective written proposals/quotations for current and prospective customers

Prepare timely and accurate advance monthly General Ledger and Bank Reconciliation, Prepare monthly Financial Reports in line with EGPAF requirement, Reporting to the Finance Officer on program progress, Ensure that required deliverable are met in a timely manner, Coordinate internal performance reviews, Review staff advances to ensure they are properly accounted for as per the various company policies, Maintain inventory records for the project inventories, Petty cash management.