Call Centre/Customer Support Manager at Softcom

Job Description

• We currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in Customer Support.
• As a Call Centre/Customer Support Manager with Softcom, your investigative and problem solving skills will make a valuable contribution to the success of Softcom.
• If you have had ample experience supervising a team of call centre agents or telemarketers, we will like to meets you.

Essential Duties and Responsibilities

• Supervises, trains, evaluates and disciplines employees.
• Hire and onboard new employees
• Plans, organizes and controls the operation of the Customer Service Division;
• Assigns personnel to the various operations and instructs them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.
• Collaborates with Engineering Division in the development of new programs and changes to existing programs to meet future needs.
• Assist in the formulation of targets for customer service team
• Answer questions from customers and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
• Performs related duties as required.

Qualifications

• B.Sc./HND in Linguistics, English or related discipline.
• Three (3) years Customer Service and Call Centre Experience.

Skills:

• Ability to coach, mentor, and train direct reports.
• Good written and verbal communication skills
• Proficient in use of computers and date entry
• Good working knowledge of Microsoft Word and Excel
• Ability to work in a team as well as independently
• Strong organizational skills
• Able to think logically and to plan work with efficiency and productivity as a priority.
• Ability to use critical thinking skills to improve business processes and efficiency
• Able to respond to customers in a friendly and effective manner, some of whom will be demanding or evasive.
• Consistent in following established procedures and in training staff to do the same.