Call Center Manager at Service Desk Limited

Responsibilities

• To manage the daily running and co-ordination of the call centre and its agents
• To set implement and monitor individual and team performance target
• To monitor calls, improve quality and assess performance of the team
• To coach, train, and motivate staff in order to ensure optimum performance at all times
• To manage the shift system effectively and to ensure that staffing levels are sufficient
• To liaise with other team leaders/managers across all departments in order to harmonize performance
• To manage the introduction of new products or processes
• Handle customer complaints, maintaining a high level of customer service along with strong commercial awareness at all times.
• Assist in the recruitment and training of staff
• Record and analyze data to measure performance levels of the departments and report to the Business Strategy leader.
• Skills and Abilities Required
• Must have a good English accent
• Must be fluent in Hausa, Igbo or Yoruba, French or German or any major Asian Language - including Malay, Korean or Chinese.
• Proven leadership skills and experience in managing others in a Call Centre environment
• First class customer service and complaint handling skills
• Proficiency in relevant computer applications including advanced Microsoft Excel
• Excellent verbal and oral communication skills
• Good knowledge of customer service principles and practices
• Good team spirit
• Ability to set meet and exceed targets
• Ability to manage change
• Ability to measure & manage team or individual performance
• Good knowledge of Call Centre Management
• Good knowledge of administrative and business processes in a call centre
• Proven experience of working a sales environment is an added advantage

Requirements

• Bachelor's degree from an accredited university with major course work in Communications, Social Sciences, or other related fields.
• Minimum of 5 years of progressively responsible experience in Call Centre or Sales environment.