Kimberly Ryan - is a Human Resources Development Company whose aim is to lead in attracting, developing and retaining superior human capital to create a dramatic business advantage for our clients.
We are recruiting to fill the below position:
Job Title: Operations Manager
Job ID: 659
Location: Lagos
Job Responsibilities
- Lead and manage contact center operations to achieve all targets jointly set with the company client e.g. SLA’s, Customer Satisfaction Measures, Operating Expenses, Cost and Quality.
- Manage day-to-day contact center operations in line with clients’ contracted standards and budget, also targeting to exceed clients’ service expectations through excellent performance and regular action based communications whilst seeking operational cost savings.
- Drive cross sale revenue, customer loyalty and retention initiatives.
- Adapt regional & international operating processes, best practices and customer requirements to identify, plan and implement improvement plans to achieve long term benefit for the company.
- Measure and monitor closely contact center operations KPIs and seek improvements against world benchmarks.
- Ensure that CSI vision, goals and policies are clearly communicated and embraced by all employees and shared with client leadership teams.
- Ensure high but cost-effective staff morale and team spirit, balancing good staff empathy, communications with pay & benefit, churn, recruitment time/costs, skills and training.
- Ensure staff is being sufficiently trained and functioning in accordance with assigned responsibilities. Ensure employees are treated with professionalism and given guidance and opportunity to succeed within the company according to their capabilities.,Nigeria
Requirements
- University Degree holder.
- More than 5 years senior management experience in contact center, CRM or service industries a MUST.
- Must demonstrate strong management knowledge and experience on con
Application Closing Date
15th November, 2012
How To Apply
Interested and qualified candidates should:
Click here to apply online