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Call Centre Manager at Wakanow.com Limited

Posted on Tue 09th Sep, 2014 - hotnigerianjobs.com --- (0 comments)


Wakanow.com is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally.

Wakanow.com offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services from a broad selection of partners.

Job Title: Call Centre Manager

Location:
Nigeria
Posted less than an hour ago

Job Description
  • The Call Centre Manager (CCM) is responsible for the daily running and management of the call centre through the effective use of resources.
  • He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
  • CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • The CCM coordinates and motivates call centre staff and may also manage staff recruitment.
Responsibilities
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Managing the daily running of the call centre;
  • Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimise errors and track operative performance;
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Recording statistics, user rates and the performance levels of the centre and preparing reports;
  • Handling the most complex customer complaints or enquiries;
  • Organising staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
  • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Desired Skills and Experience
  • Financial planning and budget management
  • People management
  • Strong communication – verbal, presentational and written
  • Business analysis
  • Business management
  • Relationship management – internal to the organisation and external
  • Organisational skills
  • Leadership and motivational skills
  • First degree in any Social Sciences or Business Management course
  • The successful candidate must have at least 4 - 5 relevant post NYSC working experience and must be able to work without supervision
  • Ability to use the Amadeus GDS is an added advantage
  • Prior experience (2-3 years) in the TELCO industry (MTN, GLO or Etisalat)
Application Closing Date
Not Stated

How to Apply

Interested and qualified candidates should:
Click here to apply online

  

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