Call Center Representative at MANO Africa

MANO Africa is Africa's first Integrated Grocery E-shop with your local flair. We are the next generation of eCommerce, pioneering ultrafast grocery delivery in Africa by combining sophisticated technology with quick commerce, and with a promise to deliver our customers' orders within 30 minutes. We boast of a sophisticated and strong network of riders as they are the lifeline of our business and they make it possible to deliver groceries to our customers ultrafast and efficiently.

We are recruiting to fill the position of:

Job Title: Call Center Representative

Location: Lekki, Lagos
Employment Type: Full Time

Description

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. An excellent call center manager must be an organized, reliable and results-driven professional.
They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

Develop objectives for the call center’s day-to-day activities
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
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.)
Assume responsibility of budgeting and tracking expenses

Requirements

High School Diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Proven experience as call center manager or similar position
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
Experience in customer service is required
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.)