Job Duties/ Responsibilities/ Accountabilities
Managing the daily running of the Contact Centre.Oversee the company’s contact centre operations in multiple locations across Nigeria
Manage the resolution of project and Contact Centre related issues through the Supervisors, Team leaders, OperativesCall Centre Managers, QA Managers and Training Managers and Third parties, e.g. Clients and Stakeholders.
Manage Contact Center quality of service delivery to ensure Client’s expectations are met at all times.
Ensure effective escalation process is in place to handle more complex customer complaints or enquiries.
Regularly analyze Contact Centre performance statistics to ensure that it is in line with predetermined KPIs.
Identify, and implement tools and methodologies for improving service delivery and performance.
Conduct Staff performance reviews, identify skills gap and staff training needs for direct reports
Ensure appropriate Training programs are in place to meet skills requirement for optimum Contact Centre Operations.
MaintainEnsure the a highly motivated work environment encourages staff motivation, good work through positive input along with ethicsal and professionalismadvanced customer service training.
Mentoring, coaching and motivateing staff to ensure higher retention rate.
Manage contact centre performance scorecard, eEnsuring appropriate rewards and incentives are provided for top performer identified through the contact centre performance scorecard processdelivered.
Be responsible for training (as Trainer), coaching, mentoring and human capacity development of staff and external training delegates
Education Qualification:
Minimum of a Bachelor’s degree
Professional Qualification:
Relevant Contact centre operations certification
QAI Certified Contact Centre Manager
QAI Certified Contact Centre Trainer
Experience:
Minimum of five [5] years relevant work experience in the Contact Centre; with at least one (2) year operational experience as Manager.
Working knowledge of appropriate CRM software and understanding of the Contact Centre industry.
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To apply, visit ConSol’s Career Page on LinkedIn
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