Author Topic: MIS Specialist - Contact Centre Job at Huawei Technologies Co. Nig. Ltd.  (Read 457 times)

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Job Title: MIS Specialist, Contact Centre, West Africa

Location: Nigeria / Ghana

Organisation: Huawei Technologies Co. Nig. Ltd.

Requirements:

•   University Degree holder.

•   More than 3 years management experience in contact center CRM or service industries.

•   Must demonstrate good management knowledge and experience on contact center and CRM operations.

•   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.

Responsibilities:

•   Track and report contact center operations to monitor achievement of all targets jointly set with the company client e.g. SLA’s. Customer Satisfaction Measures, Operating Expenses, Cost and Quality.

•   Track and report day-to-day contact center operations to ensure 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.

•   Track and report performance of sale revenues, customer loyalty and retention initiatives.

•   Measure and monitor closely contact center operations KPIs and seek improvements against world benchmarks.

•   Track and report CSI, goals and policies effectiveness.

•   Prepare and analyze MIS reports for management review and decisions.

Deadline: 04 September, 2012.

MIS Specialist - Contact Centre Job




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