Contact Center Manager at a Multinational e-Commerce Company - Adexen Recruitment Agency

Posted on Mon 23rd May, 2016 - hotnigerianjobs.com --- (0 comments)

Adexen Recruitment Agency is mandated by a multinational e-commerce company with a mission to build leading online marketplaces in emerging markets to recruit candidates for its operations in Nigeria in the capacity below:

Job Title: Contact Center Manager

Job Reference: 1075
Location: Nigeria
Industry: Other/Not Classified

Job Description

Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
Setting and meeting performance targets for speed, efficiency and quality
Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
Help achieve daily quantitative targets and service levels
Monitor progress and ensure timelines are met
Ensure that all infrastructure works efficiently
Organizing staffing; including shift patterns and the number of staff required to meet demand
Reviewing the performance of staff, identifying training needs and planning sessions
Preparing roster for customer support team
Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
Mystery call reporting
Recording statistics, user rates and the performance levels of the centre and preparing reports
Handling complex customer complaints or enquiries.
Follow up on all the activities sent and share team workload
Provide action plan to agents on basis of findings
Maintaining up-to-date of the industry developments

Expectations

Minimum 10 years of experience from Contact Centers in Telcos or other leading company with a significant Contact Center department
Minimum 3 years of experience of managing a contact center department
Must have studied Business, Finance, Economics or equivalent from a leading university
Enjoy networking and building relationships
Leadership skills with strong interpersonal and social skills with a proven track record of exceeding onset targets
Tenacious, ambitious and a great communicator
Internet and public friendly
Written and oral fluency of Bangla and English is required

Application Closing Date
Not Specified.

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

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