Location: Lagos

Level: BO

Job Responsibilities:
•Effective Management the Contact Centre Staff
• Prepare and Schedule 24 Hour Staff Roster by scheduling efficiently and ensuring agent occupancy, shift adherence and shrinkage are taken into consideration.
• Effectively Manage All Contact Centre Resources.
• To ensure that all account and card requests/enquiries/complaints received by the contact centre via telephone, email and website are handled within the stipulated SLA.
• Ensuring prompt tracking of dormant account reactivated and amount generated from the contact center
• Ensure contact rate, conversion rate, sales rate for customers are been tracked.
• Ensure the contact center ROI is achieved while maintaining customer satisfaction and cost reduction.
• Review the complains received daily and ensure that all processes have been utilized to ensure prompt resolution.

Read more https://www.naijapridez.com/2019/09/head-contact-centre-for-client-of-mine.html