Head, Contact Centre Operations at Etisalat Nigeria

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

Department: Commercial
Sub-department: Consumer Sales & Service
Location: Lagos
Division: Customer Care
Unit: Contact Centre Operations
Reports to: Director, Customer Care

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