Call Centre Operations Manager at SENCE Nigeria

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