Job Title: CCOD, Contact Centre
Location: Nigeria / Ghana
Organisation: Huawei Technologies Co. Nig. Ltd.
Requirements:
• University Degree holder.
• More than 3 years experience on resource and workforce management in contact center environment.
• Previous management experience in large-sized outsource and mufti-lingual contact center operations is an added advantage.
• Must have experience in work force planning involving forecasting and scheduling. Knowledge on operating Workforce Management Tool.
• Excellent written and spoken English.
Responsibilities:
• Perform quality assurance duties to facilitate all aspects of contact center operations achieve and exceed all KPI/SLA and customer satisfaction targets.
• Perform process improvement duties in contact center operations to continuously improve work processes, policies and procedures.
• Implement continuous improvement mechanism such as COPC, Six-Sigma...etc.
• Plan and foresee potential business and operational risks. Initiate plans and actions to protect company interests.
• Prepare and analyze internal and external quality assurance and process improvement reports for management review and analysis
Deadline: 04 September, 2012.
CCOD - Contact Centre Job (http://www.jobnavy.com/job/7587/ccod-contact-centre-job-at-huawei-technologies-co-nig-ltd/)