Call Center Manager Job at Dangote Cement Plc

[Jobrib]

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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