Contact Centre Manager
Outcess Solutions Nigeria Limited - Lagos
Posted: Jun 12th, 2018
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Responsibilities
A top business process outsourcing company urgently requires the services of qualified candidates to fill the position of Contact Centre Manager.
Main Objectives
As a strategic thinker yet practically minded and customer centric, you will be involved in facilitating top notch relationship with our clients: Drive change in the Call Centre and chart a new course for overall performance improvement across board. Identify and manage talents in the Call Centre. Promote activities that are geared towards more revenue generation in the call centre and further call centre expansion.
Core Functions:
- Manage Call Centre daily operations including Call Centre Workforce for performance improvement
- Champion change strategies and help others embrace and react positively to change
- Lead International Call Centre initiatives to drive Clients Blueprints goals
- Ensure defined parameters are achieved according to agreement with client. e.g SL%, sales target, AHT & others
- Monitor and lead call centre performance through various statistical and reporting methodologies
- Monitor trends based on calls, issues, queries, and through these tools make recommendations on how to improve the quality of services to customers as well as reducing repeat contacts. Leading our customers
- Interact effectively with all levels across the organization and Clients
- Manage customer perceptions and build strong relationships throughout organization and with Client
- Forecast volumes of calls and manpower requirements
- Make necessary changes in staffing based on a day of week, sales promotions, other anticipated events and Call Centre data
- Monitor productivity of Call Centre Workforce and generate report
- Constantly review Call Centre data to monitor the various call centre activities, monitor service calls to observe employee demeanor, technical accuracy, and conformity to organization rules of operation
- Answer questions and recommend corrective services to address customer complaints
- Determine work procedures, oversee work schedules, and expedite workflow. Study and standardize procedures to improve efficiency of subordinates. Maintains harmony among workers and resolves grievances. Prepares composite reports from individual reports by subordinate
- Manage the subordinates’ overall direction, co-ordination, planning, assigning and directing work within the call centre
- Perform other activities or tasks as may be assigned
| Minimum: B.Sc/B.A Experience: 7-10 year(s) |
Location: Lagos Job Type: Permanent |
Salary: Negotiable Expires: 27-07-2018 |
General Requirements
Experience Required
- 5-10 years relevant experience
Key Skills Required
- Contact Centre Outbound & Inbound
- Customer service
- Marketing and Distribution
- Tele-Sales and Direct sales
- Billing, Audit & Compliance
- Analytics
- Back Office Operations
- Help desk operations
