Call Centre Operations Manager Job at Contact Solutions Limited (Consol)
Contact Solutions Limited (Consol) is the leading provider of Contact
Centre Services & Customer Management Solutions in Nigeria. We offer
a full range of services to drive sales growth, customer services and
back office customer management operations.
At ConSol we provide
services that enhance customer relationships and develop projects that
create loyal customers and profitability. Our consultants are experts in
the field of customer relationship management and our large independent
contact center facility enables us to deliver customized solutions to
meet your requirements.
Job Title: Call Centre Operations Manager
Job Duties/ Responsibilities/ Accountabilities
- Managing
the daily running of the Contact Centre.Oversee the company’s contact
centre operations in multiple locations across Nigeria
- Manage
the resolution of project and Contact Centre related issues through the
Supervisors, Team leaders, OperativesCall Centre Managers, QA Managers
and Training Managers and Third parties, e.g. Clients and Stakeholders.
- Manage Contact Center quality of service delivery to ensure Client’s expectations are met at all times.
- Ensure effective escalation process is in place to handle more complex customer complaints or enquiries.
- Regularly analyze Contact Centre performance statistics to ensure that it is in line with predetermined KPIs.
- Identify, and implement tools and methodologies for improving service delivery and performance.
- Conduct Staff performance reviews, identify skills gap and staff training needs for direct reports
- Ensure appropriate Training programs are in place to meet skills requirement for optimum Contact Centre Operations.
- MaintainEnsure
the a highly motivated work environment encourages staff motivation,
good work through positive input along with ethicsal and
professionalismadvanced customer service training.
- Mentoring, coaching and motivateing staff to ensure higher retention rate.
- Manage
contact centre performance scorecard, eEnsuring appropriate rewards and
incentives are provided for top performer identified through the
contact centre performance scorecard processdelivered.
- Be
responsible for training (as Trainer), coaching, mentoring and human
capacity development of staff and external training delegates
How to Apply
Interested and qualified candidates should
Click Here to Apply