Job Title: Call Center Manager
Location: Lagos, Nigeria
Employer: Dangote Cement Plc
Job Description:
• Provide input into the development of call centre management strategies, guidelines, etc.
• Oversee the implementation of DCP's approved call centre strategies, operational policies and plans.
• Maintain up-to-date knowledge of industry and company activities, products and developments.
• Liaise with relevant functions to ensure seamless integration between the call centre and DCP's information channels, for prompt and proactive information sharing and timely resolution of issues.
• Provide guidance to (or liaise with) call centre supervisors/ team leaders/ officers and other third party departments to gather useful information for resolution of issues.
• Monitor to ensure that calls are answered by staff within agreed timelines and in an appropriate manner.
• Ensure that all customer inquiries are logged in and complete and appropriate documentation of all call centre customer cases is maintained.
• Perform random quality checks on calls to track call centre performance and highlight improvement opportunities.
• Ensure cordial and courteous relations with DCP's customers (across all CRM touch points) to ensure retention of existing customers and continuous growth of customer base.
• Record statistics, user rates and the performance levels of the centre and develop relevant reports for management information.
• Proactively identify and address possible hindrances to effective call centre operations.
• Provide recommendations to department head for improving call centre performance, and take necessary steps to implement approved recommendations.
• Organise staffing at the centre, including shift patterns and number of staff required to meet demand.
• Notify HR of existing vacancies in the centre and provide information on job specifications.
• Review staff performance, liaise with HR to identify training needs and incorporate approved trainings into call centre work schedule.
• Develop and submit periodic activity/ performance reports for the attention of the Head, Customer Relations Management.
Desired Skills & Experience:
• Bachelor's degree or its equivalent in Marketing, Business Management or other related discipline.
• Training or certification in contact centre or customer relations management will be an added advantage.
• Minimum of five (5) years experience in customer relationship management and preferably, call centre environment.
• Very good knowledge of customer relationship management models, techniques and methodologies.
• In-depth knowledge of market/customer segmentation methodologies.
• Ability to think strategically and creatively.
• Very good leadership and people management skills.
• Ability to anticipate and manage difficult situations deftly.
• Very strong problem solving skills.
• Very good negotiation and relationship management skills.
• Very good presentation, written and oral communication skills.
• Excellent customer service skills.
Type: Full-time
Experience: Mid-Senior level
Functions: Manufacturing
Industries: Food & Beverages
Job ID: 6296760
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