Head, Contact Centre Operations at Etisalat Nigeria

Posted on Wed 22nd Jul, 2015 - hotnigerianjobs.com --- (0 comments)

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.

We are recruiting to fill the position below:

Job Title: Head, Contact Centre Operation

Location: Lagos

Job Summary

Responsible for implementing Etisalat's overall customer operations strategy while ensuring effective and efficient operations to meet the organisation's targets.
Support the operationalization of quality customer service delivery within the pre-paid, post-paid and data services environments.

Principal Functions
Tactical:

Provide input to the development of customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channel.
Keep abreast of global and local best practice as it relates to the unit's activities.
Continuously review the activities of the customer operations unit, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
Identify required resources, personnel and funding to achieve the unit's strategy.
Establish and maintain relationships with key internal and external stakeholders.

Operational:

Coordinate the implementation of effective processes, policies and procedures for the Contact Centre Operations unit while reinforcing Etisalat's drive for customer service excellence.
Provide relevant inputs towards the development of specifications for all CRM, Billing and other Customer Management Systems requirements.
Ensure the quick and effective resolution of all issues/queries from the various business operations units and escalate to the Director, Customer Care where necessary.
Ensure the administration of customer service related trainings in liaison with the Call Centre (CC) Training & Quality Assurance Unit.
Ensure introduction and continuous enhancement of a Performance Management System in conjunction with CC Training & Quality Assurance Unit.
Ensure adherence to organizational KPIs and make recommendations for the continuous enhancement of the unit's operational efficiency and reduction of cost to serve
Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
Responsible for ensuring Retention Management, Career Pathing and Succession Management within the CC Operations Unit
Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
Foster a culture of continuous improvement.
Responsibility for call centre roll-out in conjunction with key stakeholders
Manage inter-functional and vendor relations to ensure synergy
Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall business objectives.
Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
Monitor and control the budgetary needs of the unit.
Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
Perform any other duties as assigned by the Director, Customer Care.

Educational Requirements

First degree or equivalent in a relevant discipline.
Postgraduate/ professional qualification in a related field will be an added advantage.

Experience, Skills & Competencies

Nine (9) to Twelve (12) years work experience with at least three (3) years at managerial level.
Very Good knowledge of Contact Centre Operations

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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