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Contact Centre Operations Manager At ConSol Limited 807 views

ConSol Limited Currently searching for Contact Centre Operations Manager, find details of this opportunity below

Job Duties/ Responsibilities/ Accountabilities

  • Managing the daily running of the Contact Centre.Oversee the company’s contact centre operations in multiple locations across Nigeria
  • Manage the resolution of project and Contact Centre related issues through the Supervisors, Team leaders, OperativesCall Centre Managers, QA Managers and Training Managers and Third parties, e.g. Clients and Stakeholders.
  • Manage Contact Center quality of service delivery to ensure Client’s expectations are met at all times.
  • Ensure effective escalation process is in place to handle more complex customer complaints or enquiries.
  • Regularly analyze Contact Centre performance statistics to ensure that it is in line with predetermined KPIs.
  • Identify,  and implement tools and methodologies for improving service delivery and performance.
  • Conduct Staff  performance reviews, identify skills gap and staff training needs for direct reports
  • Ensure appropriate Training programs are in place to meet skills requirement for optimum Contact Centre Operations.
  • MaintainEnsure the a highly motivated work environment encourages staff motivation, good work through positive input along with ethicsal and professionalismadvanced customer service training.
  • Mentoring, coaching and motivateing staff to ensure higher retention rate.
  • Manage contact centre performance scorecard, eEnsuring appropriate rewards and incentives are provided for top performer identified through the contact centre performance scorecard processdelivered.
  • Be responsible for training (as Trainer), coaching, mentoring and human capacity development of staff and external training delegates

Education Qualification:

  • Minimum of a Bachelor’s degree

Professional Qualification:

  • Relevant Contact centre operations certification
    • QAI Certified Contact Centre Manager
    • QAI Certified Contact Centre Trainer

Experience:

  • Minimum of five [5] years relevant work experience in the Contact Centre; with at least one (2) year operational experience as Manager.
  • Working knowledge of appropriate CRM software and understanding of the Contact Centre industry.

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