Insiteful Solutions - By combining HCD, HR, Social Media, Strategy, Marketing & Design, Productions, and ICT solutions services into one firm, Insiteful Solutions and Consult Nigeria Ltd acts as a complete business partner, providing all levels of support and services. Established in 2008 and registered in 2012, we have provided support to a number of Business startups, Small scale enterprises, Non government organizations, and international companies.
We are recruiting to fill the position of:
Job Title: Head, Call Centre Services
Location: Abuja
Job Description
- The Head of call centre services is responsible for ensuring all KPIs within the unit are met, direct management of all call centre staff and ensuring all total quality management systems are maintained by carrying out the following duties:
- Creation of call centre standard operating systems, scripts and total quality management systems
- Creation and maintenance of groups and teams within the call centre
- Identifying and support subject matter experts who will handle escalations and customer retention
- Creating and deploying reward and motivational schemes within the call centre
- Ensuring relevant learning and training sessions are carried out at regular intervals
- Direct supervision of senior call centre staff
- Monitor call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
- Monitor random calls to improve quality, minimize errors and track operative performance
- Review performance of staff, identifying training needs and planning training sessions
- Record statistics, user rates and the performance levels of the centre and preparing reports
- Handle the most complex customer complaints or enquiries
- Organize staffing, including shift patterns and the number of staff required to meet demand
- Forecast and analyze data against budget figures on a weekly and/or monthly basis
- Improve performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
- Take calls that agents can't handle and be available when an agent appears to need assistance.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Person Qualifications
- Ability to communicate appropriately and effectively with clarity both orally and in writing.
- A strong customer focus and excellent telephone manner;
- The ability to work well in teams;
- Leadership skills and the ability to motivate and develop staff;
- A desire to help others work towards targets and develop their skills;
- Confidence and a good business sense;
- Ability to set, meet and exceed targets;
- A focused and self-motivated approach to work;
- Ability to manage change
- Strong dedication to customer service
- A proven track record of managing a call centre
Application Closing Date
31st July, 2015.
How to Apply
Interested and qualified candidates should send their applications and CV's to:
[email protected]