Adexen Recruitment Agency is mandated by a multinational e-commerce company with a mission to build leading online marketplaces in emerging markets to recruit candidates for its operations in Nigeria in the capacity below:
Job Title: Contact Center Manager
Job Reference: 1075
Location: Nigeria
Industry: Other/Not Classified
Job Description
- Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
- Setting and meeting performance targets for speed, efficiency and quality
- Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
- Help achieve daily quantitative targets and service levels
- Monitor progress and ensure timelines are met
- Ensure that all infrastructure works efficiently
- Organizing staffing; including shift patterns and the number of staff required to meet demand
- Reviewing the performance of staff, identifying training needs and planning sessions
- Preparing roster for customer support team
- Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
- Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
- Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
- Mystery call reporting
- Recording statistics, user rates and the performance levels of the centre and preparing reports
- Handling complex customer complaints or enquiries.
- Follow up on all the activities sent and share team workload
- Provide action plan to agents on basis of findings
- Maintaining up-to-date of the industry developments
Expectations
- Minimum 10 years of experience from Contact Centers in Telcos or other leading company with a significant Contact Center department
- Minimum 3 years of experience of managing a contact center department
- Must have studied Business, Finance, Economics or equivalent from a leading university
- Enjoy networking and building relationships
- Leadership skills with strong interpersonal and social skills with a proven track record of exceeding onset targets
- Tenacious, ambitious and a great communicator
- Internet and public friendly
- Written and oral fluency of Bangla and English is required
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidate should:
Click here to apply online