Service desk is a world class outsourced business development services provider that offers professional and cost effective solutions to small and medium sized businesses globally. Service desk utilizes outstanding people, effective processes and cutting edge technology to achieve business goals.
Service Desk Limited - Our Client, is seeking to fill the job position below:
Job Title: Call Center Manager
Responsibilities
- To manage the daily running and co-ordination of the call centre and its agents
- To set implement and monitor individual and team performance target
- To monitor calls, improve quality and assess performance of the team
- To coach, train, and motivate staff in order to ensure optimum performance at all times
- To manage the shift system effectively and to ensure that staffing levels are sufficient
- To liaise with other team leaders/managers across all departments in order to harmonize performance
- To manage the introduction of new products or processes
- Handle customer complaints, maintaining a high level of customer service along with strong commercial awareness at all times.
- Assist in the recruitment and training of staff
- Record and analyze data to measure performance levels of the departments and report to the Business Strategy leader.
- Skills and Abilities Required
- Must have a good English accent
- Must be fluent in Hausa, Igbo or Yoruba, French or German or any major Asian Language - including Malay, Korean or Chinese.
- Proven leadership skills and experience in managing others in a Call Centre environment
- First class customer service and complaint handling skills
- Proficiency in relevant computer applications including advanced Microsoft Excel
- Excellent verbal and oral communication skills
- Good knowledge of customer service principles and practices
- Good team spirit
- Ability to set meet and exceed targets
- Ability to manage change
- Ability to measure & manage team or individual performance
- Good knowledge of Call Centre Management
- Good knowledge of administrative and business processes in a call centre
- Proven experience of working a sales environment is an added advantage
Requirements
- Bachelor's degree from an accredited university with major course work in Communications, Social Sciences, or other related fields.
- Minimum of 5 years of progressively responsible experience in Call Centre or Sales environment.
Application Closing Date
13th February, 2015
How to Apply
Qualified candidates should send their CV's and application to:
HR@servicedesk.com.ng or
workplacetrainingdevelopment@gmail.com
If you have need for further clarification, call: 08057282766.