Unit Head, Agent Management and Operations Job at Interswitch

[Jobrib]

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

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(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.

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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.

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