Job Title: Unit Head, Agent Management and Operations
Company: Interswitch
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 5 years
Location: Lagos, Nigeria
Job Field: Administration / Secretarial Customer Care
.
(ES0106)
. – Reporting to the Head, Network Operations, the successful candidate will ensure uninterrupted running of the back-end operations of IFIS. He/she will be responsible for managing agents across regions, monitoring transaction ticket volumes, as well as ensuring effective back- end operations at call centres. Key responsibilities will be to:
• Ensure the call centre works well (needed software and hardware, info forwarding to FSS and appropriate units for action) whilst also projecting the Organization's brand image in every customer interaction.
• Trains and re-trains agents and FSS.
• Ensure compliance with internal rules, of partner contracts and of regulator expectations.
• Promote positive change and effectively manage the change implications associated with implementation of initiatives.
• Effectively manage relationships with key services providers (internal and external).
• Actively build network, learn and understand more about the business and its customers whilst also providing on-going feedback to key stakeholders.
.
Key Requirements:
• A good first degree or its equivalent from a reputable institution.
• A minimum of five (5) years' experience in operations, customer care or support in an MMO, Bank, MFI or FMCG.
• Excellent customer service skills.
• Good knowledge of management, operational and supporting processes.
Apply to this job (http://www.jobrib.com/job/38350/unit-head-agent-management-and-operations-job-at-interswitch/)