JOB ROLE: CALL CENTER MANAGER

LOCATION: IKEJA, LAGOS (Onsite)



JOB BRIEF

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.


SKILLS

Communication skills
Problem-Solving
Results-driven
Excellent customer service


Responsibilities

· Develop objectives for the call center’s day-to-day activities
· Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
· Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
· Hire, coach and provide training to personnel to maintain high customer service standards
· Monitor and improve ordering, telephone handling and other procedures
· Evaluate performance with key metrics (accuracy, call-waiting time etc.)
· Prepare reports for different departments or upper management

Requirements

· At least 2 years of Proven experience as call center manager, supervisor or similar position
· Knowledge of performance evaluation and customer service metrics
· Solid understanding of reporting and budgeting procedures
· Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
· Proficient in MS Office and call center equipment/software programs
· Positive and patient
· B.Sc/HND in a relevant discipline will be appreciated
· Call Center certification or equivalent qualification is a plus

Qualified Cvs should be forwarded to Latestroles716@gmail.com