Call Center, Business Development Manager (Portharcourt) at Omnibiz Africa

Call Center, Business Development Manager (Portharcourt)

Job Summary: 

You will help to build a strong customer base and ensure the GMV contribution target is met within the region. You will meet with agents as required to ensure all complaints are resolved in line with the company’s processes and all agents are well-versed in sales and relationship-building skills better to manage the company’s customer base within the region. 

Key responsibilities:

• Carry out needs assessments, performance reviews and cost/benefit analyses 
• Set and meet performance targets for speed, efficiency, sales and quality
• Ensure all relevant communications, records, and data are updated and recorded
• Advise stakeholders on products and services available
• Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintain up-to-date knowledge of industry developments and involvement in networks
• Monitor random calls to improve quality, minimize errors and track operative performance
• Liaise with the regional sales trainer to coordinate staff recruitment and training
• Review the performance of staff, identifying train needs and plan training sessions
• Handle the most complex customer complaints or enquiries
• Organize staffing, including shift patterns and the number of staff required to meet demand
• Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes
• Ensure tea leads are kept abreast of all company updates related to meeting necessary objectives. 

Job Requirements and Qualifications:

•  Bachelor’s degree in Business, Sales, Marketing or a related field, or relevant experience
• 2-4 years of customer service or call center experience in a supervisory role 
• Good command of MS Office applications
• Familiarity with CRM practices along with ability to build productive business professional relationships, is a plus
• Highly motivated and target driven with a proven track record in sales
• Excellent selling, negotiation and communication skills
• Prioritizing, time management and organizational skills
• Ability to create and deliver presentations tailored to the audience needs
• Relationship management skills and openness to feedback
• Language skills - fluency in English (Oral/Written), Yoruba is a plus
• Problem solving and Decision-Making skills
• Financial and Analytical Skills

 
Job Specification:

• Pragmatic and possess strong quantitative and analytical skills, with a keen attention to detail
• Driven independent thinker with a strong bias for action, who is willing to actively participate in tasks and projects.
• Exhibit a high level of integrity and dependability, with a strong sense of urgency to meet deadlines.
• Energetic, creative, committed, Self-dependent, team Player, customer mania driven.