Job Code: APDT-01ASM Responsibilities Reporting to the DRM, you will be responsible for:
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
Arrange and coordinate Training of Agents, operators, partners and all other reporting employees on soft skills, call handling, sign up process, photo editing, CUG (closed user group) functionality effectively, communication skills and all others as it will be required.
Providing report and analysis on quality progress to the Zonal Manager/DRM on weekly basis
Ensuring categories are tagged correctly
Ensure proper coordination and monitoring of pricing to ensure our value proposition, review and monitor competitors activities
Ensuring operations process, procedure and guidelines of the TSSC are strictly adhered to
Ensuring technical recoveries are done promptly when necessary
Arranging meetings with different groups in the communities regularly to ensure requirements are on par
Training TSSC staffs on new implementations and process changes.
Develop relationships among locals , arrange for constant activities, leverage on such relationships to generate leads and increase the organizations revenue
Manage online content in collaboration with the head office according to guidelines
Ensure you find the root cause of issues raised and able to design action plan to solve problems promptly or escalate to the necessary channel without delay
Document TSSC quality concerns and trends for procedural changes, recommendations and training.
Provide information to assist in the performance feedback on employees (from Operators to Agents) and to increase motivation concerning centres quality concerns.
Ensure local incentives payments to marketers/partners/agents are paid promptly.
Development of a monthly feedback report to the State/Zonal office sharing knowledge and experience gained in the local government/market
Other duties as assigned
Qualifications In order to succeed in the role, you should ideally have:
At least 2-3 years of experience in a call centre environment or sales in which being a team leader for at least one year
Degree/HND in Rural Development Management, Agriculture Economics Management, Rural Finance, Rural Marketing, Personnel Management and/or related Social Sciences is a plus.
Skills & Competencies:
Excellent positive personal and professional attitude
Must be a friendly personality
Ability to handle masses and pressure
Adaptability is crucial
Has critical thinking skills
Excellent communication skills
Ability to analyse the root cause of issues and able to design action plan to solve
Speak English and one Delta native language(additional Nigerian language will be a big plus)
Ability to work independently and also a good team player
Ability to multitask accordingly
Should hold a valid driver’s license
Ability to interact with people of diverse cultures and backgrounds
Ability to be creative and innovative in completing the given task
Willing to accept and adapt to changes and undertake new challenges
Must be able to work towards targets and goals set by the organization
Willing to work in a team with positive and enthusiastic attitude
See the bigger picture of the brand aniwura
go to method of application ยป
Applicants should send their CV’s to: hr@ictbeyondborders.net.ng using the job title as subject of the email.
Apply via :
hr@ictbeyondborders.net.ng
