• Application Deadline:
• Position: Contact Centre Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 - 6 years


• Location Lagos


• City Ikoyi


• Job Field Customer Care 
  

Responsibilities

• Provided operational and strategic leadership for a multidisciplinary contact center encompassing sales, customer service, and retention specialists.


• Oversee the day-to-day running of the contact center, monitoring supervisors and their activities to ensure compliance to company processes and procedures


• Responsible for developing and implementing contact center strategies and policies with a focus on efficiency and effectiveness, while reflecting industry best practice.


•  Responsible for improving contact center quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.


• Develop customer service procedures, policies and standards.


• Interface with the other departments/teams to address issues that affect the contact center (sales and customer service).


• Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement.


• Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).


• Maintain and improve contact center operations by monitoring system performance, system audits and analyses; managing system and process improvement and quality assurance programs.


•  Develop and maintain a robust internal quality framework with clearly defined and measurable criteria which ensures that all responses are of a high standard.


•  Devise and implement analytical frameworks to identify complaint trends, measure performance and capture issues from customer satisfaction surveys to drive and deliver continuous improvement in the business.


•  Provide team leadership and development through mentoring, manpower planning and skill set development

Requirements

• Expert level experience in Customer Service and Relationship Management


• Strong blend of analytical, decision-making and creative problem solving skills


• Experience as a Manager of a business function for at least 5-6 years


• Experience leading dynamic brainstorming sessions


• Highly entrepreneurial.  Very hands-on in defining objectives and producing deliverables in a fast-paced environment