MacTay Consulting is the leading management consulting firm in Nigeria, providing HR Consulting, Learning & Development Solutions, Outsourcing, and Contact Centre Solutions.

We are recruiting to fill the position below:

Job Title: Customer Service Center Manager
Location: Ikeja, Lagos
Employment Type: Full-time
Sector: Mobile Phone Manufacturing

As the Customer Service Manager, you are responsible for managing staff performance and monitoring the efficiency of service operations to provide the highest customer satisfaction according to business functions and requirements. Also strategize techniques to maximize operational productivity and identifying cost-reduction procedures with high-quality deliverables.
Responsibilities:
Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
Leadership of the customer service/sales team.
Oversee the customer service department, develop processes, scripts, setting quotas and parameters, policies and control systems.
Able to develop strong value propositions consistent with customer needs, perform advisory functions to the management in the are a customer service delivery
Support business development, performance, and maintenance of customer service activities, as well as be responsible and accountable for the day-to-day activities of the customer service team.

Skills and Qualification:
BSC in any related field, Master’s is an added advantage
5+ years of experience in a similar role
Excellent writing and reporting skills
Good communication skills, ability to speak in Chinese will be an added advantage
Proficiency with Microsoft Office
Strong analytical skills and problem-solving skills

Apply to: kamaldeen.adebayo@mactay.com using the job role as the title/subject of your mail.