Area Support Manager (ASM) at ICT Beyond Borders

Job Code: APDT-01ASM

Responsibilities
Reporting to the DRM, you will be responsible for:

• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
• Providing feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance
• Arrange and coordinate Training of Agents, operators, partners and all other reporting employees on soft skills, call handling, sign up process, photo editing, CUG (closed user group) functionality effectively, communication skills and all others as it will be required.
• Providing report and analysis on quality progress to the Zonal Manager/DRM on weekly basis
• Ensuring categories are tagged correctly
• Ensure proper coordination and monitoring of pricing to ensure our value proposition, review and monitor competitors activities
• Ensuring operations process, procedure and guidelines of the TSSC are strictly adhered to
• Ensuring technical recoveries are done promptly when necessary
• Arranging meetings with different groups in the communities regularly to ensure requirements are on par
• Training TSSC staffs on new implementations and process changes.
• Develop relationships among locals , arrange for constant activities, leverage on such relationships to generate leads and increase the organizations revenue
• Manage online content in collaboration with the head office according to guidelines
• Ensure you find the root cause of issues raised and able to design action plan to solve problems promptly or escalate to the necessary channel without delay
• Document TSSC quality concerns and trends for procedural changes, recommendations and training.
• Provide information to assist in the performance feedback on employees (from Operators to Agents) and to increase motivation concerning centres quality concerns.
• Ensure local incentives payments to marketers/partners/agents are paid promptly.
• Development of a monthly feedback report to the State/Zonal office sharing knowledge and experience gained in the local government/market
• Other duties as assigned

Qualifications
In order to succeed in the role, you should ideally have:

• At least 2-3 years of experience in a call centre environment or sales in which being a team leader for at least one year
• Degree/HND in Rural Development Management, Agriculture Economics Management, Rural Finance, Rural Marketing, Personnel Management and/or related Social Sciences is a plus.

Skills & Competencies:

• Excellent positive personal and professional attitude
• Must be a friendly personality
• Ability to handle masses and pressure
• Adaptability is crucial
• Has critical thinking skills
• Excellent communication skills
• Ability to analyse the root cause of issues and able to design action plan to solve
• Speak English and one Delta native language(additional Nigerian language will be a big plus)
• Ability to work independently and also a good team player
• Ability to multitask accordingly
• Should hold a valid driver's license
• Ability to interact with people of diverse cultures and backgrounds
• Ability to be creative and innovative in completing the given task
• Willing to accept and adapt to changes and undertake new challenges
• Must be able to work towards targets and goals set by the organization
• Willing to work in a team with positive and enthusiastic attitude
• See the bigger picture of the brand aniwura