Contact Center Manager in Lagos, Nigeria

at Adexen

Customer Service
Minimum Qualification
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female
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Job Description


  • Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
  • Setting and meeting performance targets for speed, efficiency and quality
  • Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
  • Help achieve daily quantitative targets and service levels
  • Monitor progress and ensure timelines are met
  • Ensure that all infrastructure works efficiently
  • Organizing staffing; including shift patterns and the number of staff required to meet demand
  • Reviewing the performance of staff, identifying training needs and planning sessions
  • Preparing roster for customer support team
  • Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
  • Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
  • Mystery call reporting
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling complex customer complaints or enquiries.
  • Follow up on all the activities sent and share team workload
  • Provide action plan to agents on basis of findings
  • Maintaining up-to-date of the industry developments


  • Minimum 10 years of experience from Contact Centers in Telcos or other leading company with a significant Contact Center department
  • Minimum 3 years of experience of managing a contact center department
  • Must have studied Business, Finance, Economics or equivalent from a leading university
  • Enjoy networking and building relationships
  • Leadership skills with strong interpersonal and social skills with a proven track record of exceeding onset targets
  • Tenacious, ambitious and a great communicator
  • Internet and public friendly
  • Written and oral fluency of Bangla and English is required.


  Apply Now

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