Call Centre Coordinator at DKT International

Key Accountabilities/Responsibilities

• Manage the day-to-day planning and operation of the DKT Nigeria Customer Care Department.
• Act as a knowledgeable resource to team members and offer creative solutions.
• Communicate daily, weekly and monthly Helpline/Call Centre data metrics for the purpose of providing an accurate picture of the department’s productivity.
• Identify, develop and implement protocols/system enhancements to assist in maximizing productivity and improving service quality in order to maintain client retention levels.
• Track call times and average handle time to ensure that customer service standards are being met
• Create and maintain a storage system for call centre resources including Clinic database, IVR, call scripts and call records and phone number directory.
• Schedule agents’ shifts and provide support during call centre operations
• Monitor call quality to ensure that agents are providing high quality customer service
• Help promote the Helpline /Call Centre as an important contraceptive resource for women, couples, healthcare providers, young people and other support groups.
• Ensure call agents are fully trained and updated on best practice customer service.  
• Ensure adequate induction training takes place for new team members and current team members are
• always updated on products, medical information and systems where appropriate.
• Carry out regular team meetings to improve internal communication by informing staff of departmental policies and protocols.  Idea generation and problem solving will be expected as part of these meetings.
• Ensure recruitment is carried out in a timely manner in order that there is minimal operational effect from staff turnover.
• Work with relevant departments to ensure training materials are updated and agents are trained periodically.

Qualification / Experience

• 3 years of call centre customer care experience, preferably in a technical environment. 
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Ability to the able to speak English, Yoruba, Igbo and Hausa fluently.Excellent organizational skills and ability to handle multiple tasks under deadlines. 
• Strong knowledge of customer care processes and techniques. 
• Demonstrated ability to work well in a team environment. 
• Ability to work and complete projects without supervision, self-motivated.