Contact Centre Operations Manager Job at Etisalat Nigeria

[Jobrib]

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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