Wakanow.com is Nigeria’s leading online travel company that provides customers with everything they need to research, plan and purchase a trip locally and globally.
Wakanow.com offers travelers the cheapest available fares for flights, hotel reservations, airport pickups, visa assistance, vacation packages and many other travel services from a broad selection of partners.
Job Title: Call Centre Manager
Location: Nigeria
Posted less than an hour ago
Job Description
- The Call Centre Manager (CCM) is responsible for the daily running and management of the call centre through the effective use of resources.
- He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
- CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
- The CCM coordinates and motivates call centre staff and may also manage staff recruitment.
Responsibilities
- Setting and meeting performance targets for speed, efficiency, sales and quality;
- Managing the daily running of the call centre;
- Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues;
- Maintaining up-to-date knowledge of industry developments and involvement in networks;
- Monitoring random calls to improve quality, minimise errors and track operative performance;
- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Recording statistics, user rates and the performance levels of the centre and preparing reports;
- Handling the most complex customer complaints or enquiries;
- Organising staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
- Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
- Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Desired Skills and Experience
- Financial planning and budget management
- People management
- Strong communication – verbal, presentational and written
- Business analysis
- Business management
- Relationship management – internal to the organisation and external
- Organisational skills
- Leadership and motivational skills
- First degree in any Social Sciences or Business Management course
- The successful candidate must have at least 4 - 5 relevant post NYSC working experience and must be able to work without supervision
- Ability to use the Amadeus GDS is an added advantage
- Prior experience (2-3 years) in the TELCO industry (MTN, GLO or Etisalat)
Application Closing Date
Not Stated
How to Apply
Interested and qualified candidates should:
Click here to apply online