• Application Deadline: Thu, 30 Mar 2023 00:00:00 GMT
• Position: Call Center Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦150,000 - ₦200,000/month
  

JOB BRIEF

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

SKILLS

• Communication skills


• Problem-Solving


• Results-driven


• Excellent customer service

Responsibilities

• Develop objectives for the call center’s day-to-day activities


• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)


• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)


• Hire, coach and provide training to personnel to maintain high customer service standards


• Monitor and improve ordering, telephone handling and other procedures


• Evaluate performance with key metrics (accuracy, call-waiting time etc.)


• Prepare reports for different departments or upper management

Requirements

• At least 2 years of Proven experience as call center manager, supervisor or similar position


• Knowledge of performance evaluation and customer service metrics


• Solid understanding of reporting and budgeting procedures


• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)


• Proficient in MS Office and call center equipment/software programs


• Positive and patient


• B.Sc/HND in a relevant discipline will be appreciated


• Call Center certification or equivalent qualification is a plus