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  • Posted: Oct 8, 2013
    Deadline: Not specified
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    Since our inception, SENCE has been totally focused on building a strategic, quality consulting practice. We are committed to helping SMEs succeed in a challenging and tasking environment by providing them with the support they need to survive and grow. Our business strategy is 'friendly interaction' and 'convenience' because as challenging as doing b...
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    Call Centre Operations Manager

    Roles and responsibilities           
    The roles and responsibilities for this job are as follows;
    •             Determining Call Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
    •             Identifying and evaluating state-of-the-art technologies;
    •             Establishing technical specifications, and production, productivity, quality, and customer-service standards;
    •             Contributing information and analysis to organizational strategic plans and reviews.
    •             Developing Call Center systems by developing customer interaction and voice response systems, and voice networks;
    •             Maintaining and improving Call Center operations by monitoring system performance, Identifying and resolving problems, preparing and completing action plans;
    •             Accomplishing Call Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees and communicating job expectations;
    •             Administering scheduling systems;
    •             Planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions and enforcing policies and procedures.
    •             Meeting Call Center financial objectives by estimating requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
    •             Preparing Call Center performance reports by collecting, analyzing, and summarizing data and trends.
     
    Skill set
    To be successful in this role the candidate must have the following;
    •             A good first degree in any Subject, Computer Science or Engineering will be preferred.
    •             Minimum of 5 years work experience managing a Call Centre.
    •             Good exposure to Process Improvement
    •             A good understanding of processes and how to manage them
    •             Customer Focus
    •             Strong Listening abilities
    •             Very good Phone etiquette
    •             Strong verbal communication skills
    •             Very good relationship building/interpersonal skills
    •             Strong problem solving skills.
    •             Ability to multi task
    •             A very good team player
     
    Work experience             5 - 6 years

    Method of Application

    Interested applicants shold click here to apply online.

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