•Managing the daily running of the call center;
•Setting and meeting performance targets for speed, efficiency, quality and sales;
•Liaising with team leaders, operatives and third parties to gather information and resolve issues;
•Monitoring random calls to improve quality, minimise errors and track operative performance;
•Improve quality results by recommending changes.
•Reviewing the performance of Contact Center Agents and identifying training needs.
•Recording statistics, user rates and the performance levels of the center and preparing reports;
•Handling the most complex customer complaints or enquiries;
•Organising staffing, including shift patterns and the number of staff required to meet demand;
•Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
•Enhancing the organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Other duties as assigned.
•Candidate must be based in Abuja or willing to relocate to Abuja.
•Must be detail oriented and possess good oral and written communication skills in English and any other major Language in Nigeria
•Outstanding customer service skills required
•Must have the ability to work independently
•Must have a strong proficiency in Microsoft application
•Must have excellent analytical, problem solving, decision-making, and follow-up skills
•Excellent time management and leadership skills required
•Computer keyboarding and navigational skills required
•Prior supervisory/lead experience within a call center environment a definite plus
•Minimum of HND in a related discipline
3-5 years of relevant experience