Head, Contact Center at Ecobank Nigeria

Ecobank Transnational Incorporated (ETI), a public limited liability company, was established as a bank holding company in 1985 under a private sector initiative spearheaded by the Federation of West African Chambers of Commerce and Industry with the support of the Economic Community of West African States (ECOWAS).

We are recruiting to fill the position below:

Job Title: Head, Contact Center

Location: Victoria Island, Lagos
Schedule: Full-Time

Key Responsibilities

• Ensure the achievement of all the Performance Metrics for all Skillsets and Channels in the CC.
• Support and drive relationships with Consumer, Commercial and Corporate business stakeholders in ensuring their business requirements are fulfilled in the Contact Centre.
• Deliver cost efficiency, ensuring that the CC operate within the agreed cost limits.
• Act as Subject Matter Expert (SME) and project leadership on Contact Centre solution implementations.
• Standardisation and Improvements of processes to reduce customer pain and improve customer experience. 
• Stakeholder management of internal customers to whom services will be provided.
• Ensure compliance and operational excellence in the development, review and management of the centres processes and resources. 
• Provide strong, credible, visible and senior leadership and ensure that staff understand the strategic direction of Ecobank Nigeria and the Group.
• Ensure disaster recovery and business continuity plans are in place, are effective and are practiced.
• Monitor quality and operational effectiveness of the Contact Centre.
• Provide timely, accurate and complete reports on the performance of the Contact Centre, including operations and projects.
• Drive knowledge acquisition through training and learning programs in the Contact Centre.
• Tactically focus on ensuring strategic initiatives are successfully implemented, documented and evaluated regularly in the Contact Centre.

Application Closing Date
21st June, 2024.