Job Title: Site Director, Contact Centre, West Africa
Location: Nigeria / Ghana
Organisation: Huawei Technologies Co. Nig. Ltd.
Requirements:
• University Degree holder.
• More than 5 years Senior Management experience in contact center, CRM or service industries a MUST.
• Must demonstrate strong management knowledge and experience on contact center and CRM operations.
• Must demonstrate experience in managing large scale contact center of more than 500 seats. Previous management experience in managing outsource and multi-language contact center operations an advantage.
• Must have working knowledge on how to manage at the highest level of productivity, profitability and customer service.
• Must have good capability in problem-solving; respond quickly and effectively to complex service and business issues.
• Excellent written and spoken English. French is an advantage
Responsibilities:
• Lead and manage contact center operations to achieve all targets jointly set with the company client e.g. SLA's, Customer Satisfaction Measures, Operating Expenses, Cost and Quality.
• Manage day-to-day contact center operations in line with clients' contracted standards and budget but targeting to exceed clients' service expectations through excellent performance and regular action based communications whilst seeking operational cost savings.
• Drive cross sale revenue customer loyalty and retention initiatives.
• Adapt regional & international operating processes, best practices and customer requirements to identify, plan and implement improvement plans to achieve long term benefit for the company.
• Measure and monitor closely contact center operations KPls and seek improvements against world benchmarks.
• Ensure that CSI vision, goals and policies are clearly communicated and embraced by all employees and shared with client leadership teams
• Ensure high but cost-effective staff morale and team spirit balancing good staff empathy communications with pay & benefit, chum, recruitment time/costs, skills and training.
• Ensure staff being sufficiently trained and functioning in accordance with assigned responsibilities. Ensures employees are treated with professionalism and given guidance and opportunity to succeed within the company according to their capabilities.
General Requirements:
• Experience in a Telecom Engineering Company. Telecoms Vendor or ICT is preferred and is of top-priority.
• Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
• Good Customer service orientation, communication skills, good team spirit and has ability to work independently
• Should be ready to work under pressure in all kind of working condition.
• Proficient in Microsoft office (word, excel and Power Point)
• Applicants should be open to learning new skills and technology
• Self-motivated, flexible, enthusiastic and fluent in English both oral and written
• Must be ready for international project to the other African countries.
• Successful applicants should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
• The successful applicant should be good at information gathering and analysis
Deadline: 04 September, 2012.
Site Director - Contact Centre Job (http://www.jobnavy.com/job/7581/site-director-contact-centre-job-at-huawei-technologies-co-nig-ltd/)