Our Client is a global leader in the telecoms/data-services sector.
Job Location: Ibadan, Oyo State (Ideal candidate should be resident in Ibadan).
JOB SUMMARY:
The call centre manager will be responsible for the daily running and management of the call centre leveraging on effective use of all available resources.
DETAILED DESCRIPTION:
- Ensurequality service delivery to customers on all channels; Incoming calls, Outbound calls, Emails, Web-chat and Social Network (Facebook &Twitter)
- Conduct needs assessments, performance reviews and cost/benefit analyses as well as out-product research and competitive intelligence;
- Take the lead on setting and meeting performance targets for speed, efficiency, sales and quality;
- Provide adequate information to customers on their products, accounts and other enquiries;
- Resolveall customer queries that can be done on the first level within set service targets, ensuring customer queries are logged on to provided applications;
- Liaise with other stakeholders if necessary regarding unresolved customer queries;
- Coordinate feedback process on challenges encountered on any product;
- Up-sell and cross-sell all products of the company to existing customers
- Monitor random calls to improve quality, minimise errors and track operative performance;
- Any other duties of related responsibilities assigned from time to time.
REQUIREMENT:
- Successful candidates must have a 1stdegree in social sciences, A second degree in management will be an added advantage.
- Minimum of 5-7 years call centre manager / sales and customer service experience, demonstrable problem solving skills and strategic decision making is necessary for this role.
APPLICATION:
Candidates that meet the above specification should please forward CVs to ‘[email protected]’using ‘CALL CENTER’ as the title of the application (incorrect title will not be opened). Application closes 11thMay, 2015.
Only experienced and qualified candidates will be shortlisted and invited for an interview.