Job Title: Call Centre Team Lead
Company: Interra Networks Ltd (Interra)
Job Type: Full Time
Qualification: BA/BSc/HND
Location: Imo Enugu, Nigeria
Job Field: Customer Care
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Interra Networks Ltd (Interra) – is a leading provider of Information & Communications Technology (ICT) solutions for the private and public sector. We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world – from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution. We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.
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At Interra Networks our people are our greatest assets. We are growing and need people looking for a rewarding and challenging careers in various disciplines. If you have drive, intellect and a passion to exceed the norm, we want you!
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Major Duties and Responsibilities: – Direct supervision of all call centre staff – Monitoring call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work – Handling of first level escalation. – Monitoring random calls to improve quality, minimize errors and track operative performance – Reviewing the performance of staff, identifying training needs and planning training sessions – Recording statistics, user rates and the performance levels of the centre and preparing reports – Handling the most complex customer complaints or enquiries – Organizing staffing, including shift patterns and the number of staff required to meet demand – Forecasting and analyzing data against budget figures on a weekly and/or monthly basis; improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products – Manage team by walking around. Be visible to answer questions. – Take calls that CCRs can't handle and be available when an agent appears to need assistance. – Monitor queue and track inbound calls. Keep CCRs aware of inbound calls, calls waiting, abandonment rate, etc. – Motivate and encourage CCRs through positive communication and feedback – Carry out any other duties as required.
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Person Specification: – Highly self-motivated – High leadership and mentoring skills – Strong Communication (written and verbal) skills. – Excellent computer and typing skills – Should possess the skill to work both in team and also perform independently. – Persuasive and patient – Analytical – Disciplined.
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Qualification Required: – Minimum of Bachelors degree in any field – 2-5 years experience in related field.
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