Contact Center Lead - Nigeria at OLX SSA

Naspers is a leading multinational group of e-commerce and media platforms, with operations in 133 countries around the world and some 6 billion dollars in annual revenues. The group, incorporated in 1915 as a public limited liability company and listed on the Johannesburg Stock Exchange (JSE) in September 1994. The company also has an ADR listing on the London Stock Exchange (LSE). The group attains dominant positions in emerging market presenting above-average growth opportunities. Online classifieds is one of the current spearheads.

Online classifieds is the consumer to consumer (c2c) trade of used goods through an online platform (both web-based and native apps). Our purpose is to improve people's lives by bringing them together for win-win exchanges. We are building leading positions in emerging markets by developing local businesses, while making use of our global scale through technology transfers, know-how and talent exchange. Our company unites many cultures and styles into one online multinational. Our most significant operations are located in emerging markets, such as Sub-Saharan Africa, Latin America, Eastern Europe, Middle East, South East Asia and South Asia. We are known in these markets under the brand names OLX and Dubizzle.

We are recruiting to fill the position of:

Job Title: Contact Center Lead

Location: Nigeria

Job Description

• OLX, the world's leading online classifieds company, is looking for a talented Contact Center Lead who will be responsible for the overall performance of inbound requests from users both via calls, emails and possibly other channels.
• The lead will be responsible for call interactions, performance tracking on both outbound and inbound requests as well as delivering high quality interactions with our users via email.
• The role will report directly to the OLX User Operations Manager.
• Daily responsibilities will include leading all aspects of the Contact Center including providing guidelines to the team, contact review, and ensuring established Service Level Agreements (SLAs) are met.
• The individual needs to be self motivated and an advocate of service excellence with great communication skills.
• The position will provide the opportunity to be a significant driver for our fast growing business in an international, entrepreneurial environment.
• The role involves working across cultures and countries and providing strategic leadership in all aspects of day-to-day running of the Contact Center.
• The individual will also work collaboratively with other teams within User Operations, including Customer Support.

Responsibilities
The successful candidate will be responsible for the following:

• Manage a team of inbound and outbound call center and email handling agents.
• Responsible for achieving agreed set quantitative metrics in the contact center such as call resolution, email response turnaround time and waiting times.
• Responsible for achieving agreed set qualitative measures in the contact center such as call monitoring, customer retention, conducting assessments, customer surveys, reporting on quality performance.
• Responsible for the compilation, analysis and evaluation of contact center statistics.
• Responsible for the cost management of the contact center which involves budget input and management.
• Implement and monitor systems, processes and SOP’s and corrective actions. Ensure integration of industry best practice standards into the OLX contact center.
• Drive customer self-help and automation processes including IVR systems.
• Oversee the management of all internal/external communication, which includes but is not limited to customer escalations and support scope.
• Resolve team issues and problems in a timely manner and within SLA requirements.
• Ensure all contact center processes and rules are documented and accessible to all.
• Train all contact center staff on any process/rule changes.

Qualifications and Experience

• University Degree in Operations Studies, Business Management or related field.
• MBA or any other relevant Master's Degree would be an advantage.
• 5 years' contact centre management experience of which 3 to 5 years' experience should be within an inbound and outbound contact center environment.
• Experience in the ecommerce, ISP or telecommunication industry would be advantageous.

Personal Characteristics and Values:

• Be Fast: eager and motivated to meet deadlines, and have the ability to work under pressure.
• Be Empowered: self-motivated and able to work independently with little management supervision.
• Be Open: have a non-hierarchical style and be prepared to "roll up their sleeves" and make things happen.
• Be innovative: by building on each other; be a team player with self-esteem yet a manageable ego.
• Be Curious: continue to learn and seek for the best solutions.

Desired Skills and Experience:

• Previous experience leading a team in a call center with significant volumes is required.
• Experience leading culturally diverse teams is a must with excellent people leadership skills.
• Customer Service experience within an online /ecommerce environment is desired.
• Driven and goal - orientated with a passion for customer service.
• Problem - solving and analytical skills.
• A professional demeanor and the ability to interact with all levels of managers and end-users in the organization.
• Critical thinking skills, attention to detail and the ability to efficiently gather and process information in a fast paced environment are also required.
• Previous experience developing operational learning materials and SOPs.
• Articulate, clear thinking and excellent verbal and written communication skills.
• Work experience in high-performance environments with a proven track record of personal, academic and professional achievements in an international field.
• Passionate about online and has deep interest in developing businesses.
• Humble, flexible personality with knowledge of the local Nigerian market.
• Verbal and written communication skills in French is a plus.

What we will offer

• Being part of one of the most exciting journeys in the field of ecommerce - Online Classifieds.
• Being part of the biggest Online Classifieds business in Sub-Saharan Africa with a view to consolidating our position in the coming years to one of the biggest Online Classifieds businesses in the world.
• A pleasant, informal and international work environment.
• Being part of a highly dynamic team.

Application Closing Date
Not Specified.

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