Outcess Solutions Nigeria Limited is an integrated customer engagement and business process outsourcing company. At Outcess, we believe that digital technologies are driving a paradigm shift in how we live, work and play. This shift makes it possible and imperative for businesses to radically reshape how they interact and transact with customers and partners, seamlessly connecting and enhancing all aspects of their operations.
We are recruiting to fill the position below:
Job Title: Head of Contact Center Operations
Location: Opebi, Ikeja - Lagos
Employment Type: Full-time
Responsibilities
- Formulate business strategy with others in the executive team
- Design policies that align with overall strategy
- Implement efficient processes and standards
- Coordinate customer service operations and find ways to ensure customer retention
- Ensure compliance with local and international laws (e.g. data protection)
- Oversee the implementation of technology solutions throughout the organization
- Manage contracts and relations with customers, vendors, partners and other stakeholders
- Evaluate risk and lead quality assurance efforts
- Oversee expenses and budgeting to help the organization optimize costs and benefits
- Mentor and motivate teams to achieve productivity and engagement
- Report on operational performance and suggest improvements
Qualifications / Requirements
- Proven experience as Head of Operations, Operations Director or similar leadership role
- Familiarity with all business functions including BPO, Contact center, supply chain and IT
- Experience with implementing BPO operations
- Knowledge of data analytics and reporting
- Good with numbers and financial planning
- Outstanding communication and negotiation skills
- Excellent organizational and leadership ability
- Analytical mind
- Problem-solving aptitude
- BPO/Contact Centre Experience is a must
- At least 3 years experience in the BPO/Contact Centre space
- BSc/BA in Business, Computer Science or other relevant field
Salary
Attractive and commensorate with industry standard.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/610602/head-of-contact-center-operations-at-outcess-solut.html