Call Center Supervisor at Fina Trust Microfinance Bank

Fina Trust Microfinance Bank, a member of LOLC Group with corporate Head Office in Colombo - Sri Lanka, is one of Nigeria’s foremost Microfinance Banks. Its operating license was secured from the Central Bank of Nigeria (CBN) in September 2009 as a Microfinance Bank. Fina Trust Microfinance Bank has built a resounding success on excellent service delivery in a uniquely customer friendly environment through professional staff, leveraging on world-class technology. A continuous investment in information technology and in people sets the bank apart from others.

We are recruiting to fill the position below:

Job Title: Call Center Supervisor

Location: Lagos (Head Office)
Employment Type: Full-time
Department: Operations / Credit & Collections
Reports To: Head, Operations / Head, Credit Administration

Job Summary

• The Call Center Supervisor will oversee the daily operations of the Bank's Contact Centre team, ensuring efficient handling of both inbound and outbound customer interactions.
• The role is responsible for supervising call centre agents engaged in customer service, pre-disbursement verification, post-disbursement follow-up, credit monitoring, collections, and loan recovery activities.
• The ideal candidate will have strong leadership skills, extensive experience in contact centre operations, and a sound understanding of lending processes within a Microfinance Bank, Financial Institution, or FinTech environment.

Key Responsibilities
Call Centre Operations:

• Supervise and coordinate the daily activities of inbound and outbound call centre agents.
• Ensure all customer enquiries, complaints, and requests are handled professionally and within agreed service standards.
• Monitor call queues and agent productivity to ensure optimal service delivery.
• Prepare daily, weekly, and monthly call centre performance reports.

Credit Monitoring & Recovery:

• Supervise outbound calls for loan repayment reminders and overdue collections.
• Monitor loan delinquency accounts and ensure timely follow-up.
• Coordinate recovery activities in line with the Bank's recovery strategy.
• Escalate high-risk delinquent accounts for further recovery action.
• Monitor collection performance against assigned recovery targets.

Pre & Post Disbursement Activities:

• Supervise pre-disbursement verification calls to customers.
• Ensure post-disbursement confirmation calls are completed promptly.
• Monitor customer satisfaction and identify service improvement opportunities.
• Ensure all customer interactions are properly documented within the system.

Quality Assurance & Compliance:

• Monitor call recordings to ensure compliance with regulatory requirements and internal policies.
• Conduct regular coaching sessions and performance reviews for call centre staff.
• Develop call scripts and standard operating procedures.
• Ensure customer information is handled with strict confidentiality.

Team Leadership:

• Recruit, train, mentor, and supervise Call Centre Officers.
• Set KPIs and performance targets for team members.
• Conduct performance appraisals and recommend training interventions.
• Foster a high-performance and customer-centric culture.

Systems & Technology:

• Manage the effective use of Contact Centre and CRM applications.
• Monitor dialer performance and system utilization.
• Work with IT to resolve system-related issues affecting productivity.
• Generate reports using call centre software and business intelligence tools.

Why Join Fina Trust Microfinance Bank?

• At Fina Trust Microfinance Bank, we are committed to delivering exceptional customer experiences while driving financial inclusion.
• As our Call Center Supervisor, you will play a critical role in enhancing customer engagement, strengthening loan portfolio quality, improving collections, and leading a high-performing contact centre team that supports the Bank's strategic objectives.

Key Performance Indicators (KPIs)

• Call Answer Rate
• Average Speed of Answer (ASA)
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Loan Recovery Rate
• Promise-to-Pay Conversion Rate
• Pre-disbursement Call Completion Rate
• Post-disbursement Verification Completion Rate
• Agent Productivity
• Quality Assurance Score
• Service Level Achievement
• Complaint Resolution Turnaround Time.

Requirements
Qualifications:

• Bachelor's Degree in Business Administration, Banking & Finance, Economics, Marketing, or a related discipline.
• Professional certifications in Customer Service, Contact Centre Management, or Collections will be an added advantage.

Experience:

• Minimum of 5 years of experience in a Contact Centre, Customer Service, Credit Monitoring, or Collections role.
• At least 2 years in a supervisory or team lead position.
• Experience within a Microfinance Bank, Commercial Bank, Financial Institution, or FinTech is strongly preferred.
• Demonstrated experience managing both inbound and outbound call centre operations.

Technical Skills:

• Strong knowledge of credit monitoring and loan recovery processes.
• Experience with pre-disbursement and post-disbursement customer verification.
• Proficiency in Contact Centre solutions.

Salary
N450,000 - N600,000 per month.

Application Closing Date
13th August, 2026.

Method of Application
Interested and qualified applicants should send their Resume to: hr@finatrustmfbank.com using the Job Title as the subject of the email.