Stresert Services Limited - Our Client, a global leader in the telecoms/data-services sector, requires the services of:
Job Title: Call Centre Manager in Ibadan (Data Services)
Location: Ibadan
Job Summary
- The call centre manager will be responsible for the daily running and management of the call centre leveraging on effective use of all available resources.
Detailed Description
- Ensurequality service delivery to customers on all channels; Incoming calls, Outbound calls, Emails, Web-chat and Social Network (Facebook &Twitter)
- Conduct needs assessments, performance reviews and cost/benefit analyses as well as out-product research and competitive intelligence;
- Take the lead on setting and meeting performance targets for speed, efficiency, sales and quality;
- Provide adequate information to customers on their products, accounts and other enquiries;
- Resolveall customer queries that can be done on the first level within set service targets, ensuring customer queries are logged on to provided applications;
- Liaise with other stakeholders if necessary regarding unresolved customer queries;
- Coordinate feedback process on challenges encountered on any product;
- Up-sell and cross-sell all products of the company to existing customers
- Monitor random calls to improve quality, minimise errors and track operative performance;
- Any other duties of related responsibilities assigned from time to time.
Requirements
- Successful candidates must have a 1st degree in social sciences, A second degree in management will be an added advantage.
- Minimum of 5-7 years call centre manager / sales and customer service experience, demonstrable problem solving skills and strategic decision making is necessary for this role.
Application Closing Date
11th May, 2015
Method of Application
Interested and qualified candidates should send their applications and CV's to:
[email protected] using 'Call Centre' as the title of the application (incorrect title will not be opened).