Job Title: Manager, Contact Centre Operations
Job Location: Lagos, NIGERIA
Organisation: Etisalat Nigeria
Job Summary: Manage the activities of the Call Centre to ensure the smooth implementation of operational plans and realization of service level targets
Principal Functions:
• Keep abreast of global and local best practices as they relate to Call Centre operations
• Assist in continuously reviewing Etisalat Nigeria?s Call Centre processes, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
• Assist in identifying required resources, personnel and funding to achieve the Division?s strategy
• Establish and maintain relationships with key internal and external stakeholders
• Plan and manage day-to-day Call Centre operations
• Develop and ensure appropriate implementation of approved Call Centre strategies, policies and procedures
• Provide oversight and guidance in the execution of all Call Centre operations and activities
• Analyze identified customer queries and complaints trends and communicate appropriately to relevant functions
• Ensure adherence to the Call Centre duty roster
• Manage cross-functional relationships with interfacing/ support departments and functions to ensure compliance with quality and service delivery standards
• Conduct periodic procedural audits of Call Centre operations to ensure efficient service delivery
• Design and implement strategies geared towards improving Call Centre activities, e.g call segregation to control call volumes and facilitate speedy resolutions of queries
• Assist in developing and implementing performance measurement and quality control metrics for Call Centre staff
• Ensure timely implementation of training interventions for Customer Care Executives (CCEs)
• Ensure smooth implementation of change initiatives within the Call Centre
• Ensure optimal utilization of CRM systems and tools in Etisalat Nigeria?s Call Centre operations
• Implement work programmes and plans in line with agreed upon procedures and guidelines
• Assist in planning and managing human and material resources of the Call Centre to optimize performance, boost morale and enhance productivity
• Provide leadership and guidance to team members and manage subordinates? performance towards the achievement of overall team objectives
• Prepare/ compile agreed periodic activity and performance reports for the attention of the Head-Contact Centre Operations
• Perform any other duties as assigned by the Head-Contact Centre Operations
Educational Requirements:
• First degree or equivalent in relevant disciplines
• Postgraduate/ professional qualifications/ certifications in related fields will be an added advantage
Experience,Skills & Competencies: Between five (5) to nine (9) years work experience, with at least three (3) years in a supervisory role.
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