Site Director, Contact Center, West Africa at Huawei Technologies

Huawei Technologies is a leader in providing next generation telecommunications networks for operators around the world. The company is committed to providing innovative and customized products, services and solutions to create long-term value and potential growth for its customers.

Huawei’s products and solutions cover wireless products (HSDPA/WCDMA/EDGE/ GPRS/GSM, CDMA2000 1xEV-DO/CDMA2000 1x, WiMAX), core network products (IMS, Mobile Soft switch, NGN), network products (FTTx, xDSL, Optical, Routers, LAN Switch), application and software (IN, mobile data service, BOSS), as well as terminals (UMTS/CDMA). Major products are based on Huawei’s self-designed ASIC chips and shared platforms to provide high-quality and cost-effective products and solutions with quick response.
Huawei’s products are deployed in over 100 countries, and serve 28 of the world’s top 50 operators, as well as over one billion users worldwide.

Huawei Technologies is recruiting to fill the vacant position below:

Job Position: Site Director, Contact Center, West Africa

Location: Nigeria/Ghana

Responsibilities:

• Lead and manage contact center operations to achieve all targets jointly set with the company client e.g. SLA’s, Customer Satisfaction Measures, Operating Expenses, Cost and Qualify.
• Manage day-to-day contact center operations in line with clients’ contracted standards and budget but targeting to exceed clients’ service expectations through excellent performance and regular action based communications whilst seeking operational cost savings.
• Drive cross sale revenue, customer loyalty and retention initiatives.
• Adapt regional & international operating processes, best practices and customer requirements to identify, plan and implement improvement plans to achieve long term benefit for the company.
• Measure and monitor closely contact center operations KPls and seek improvements against world benchmarks.
• Ensure that CSI vision, goals and policies are clearly communicated and embraced by all employees and shared wih client leadership teams.
• Ensure high but cost-effective staff morale and team spirit balancing good staff empathy, communications with pay & benefit, churn, recruitment tima/costs, skills and training.
• Ensure staff being sufficiently trained and functioning in accordance with assigned responsibilities. Ensures employees are treated with professionalism and given guidance and opportunity to succeed within the company according to their capabilities.

Requirements:

• University Degree holder.
• More than 5 years Senior Management experience in contact center, CRM or service industries a MUST.
• Must demonstrate strong management knowledge and experience on contact center and CRM operations
• Must demonstrate experience in managing large scale contact center of more than 500 seats. Previous management experience in managing outsource and multi-language contact center operations an advantage.
• Must have working knowledge on how to manage at the highest level of productivity, profitability and customer service.
• Must have good capability in problem solving; respond quickly and effectively to complex service and business issues.
• Excellent written and spoken English. French is an advantage

Other Requirements:

• Experience in a Telecom Engineering Company, Telecoms Vendor or ICT is preferred and is top-priority.
• Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
• Good Customer service orientation, communication skills, good team spirit and has ability to work independently.
• Should be ready to work under pressure in all kind of working condition.
• Proficient in Microsoft office (word, excel and PowerPoint)
• Applicants should be open to learning new skills and technology
• Self-motivated, flexible, enthusiastic and fluent in English both oral arid written.
• Must be ready for international project to the other African countries.
• The successful applicant should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
• The successful applicant should be good at information gathering and analysis.

Application Closing Date
4th September, 2012

Method of Application
To apply send your application to: [email protected]
All applications must be sent via email to the outlined email address and must be received not later than 4th Septenber, 2012. Applicants should specify on their applications and CVs the Job title and the Job Position they are applying for and should send their C.V with their names and job title. All applications that do not follow the instructions above will be disqualified. Applicants that do not meet the reuirements need not bother to apply.
Huawei Technologies Co. Nig. Ltd
Plot 98, Adeola Odeku Street, South Atlantic Towers, Victoria Island, Lagos

NB: Each position is a fixed contract term appointment for not less than 1 year or more at first. It is renewable subject to performance.