Call Centre Manager at Eat'N'Go Limited

Location: Victoria Island, Lagos

Purpose / Role

• The Call Centre Manager (CCM) is responsible for the daily running and management of the call centre through the effective use of resources.
• He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
• CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

Prime Responsibilities and Duties

• Manages and directs all aspects of inbound contact center operations.
• Implements and reviews contact center inbound policies and procedures.
• Develops and monitors quotas for service volume and timeliness.
• Call Center Manager is responsible for managing the Call Center Representatives
• Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
• Manage calls from customers to ensure all queries are answered.
• Ensure complaints are answered immediately.
• Setting and meeting performance targets for speed, efficiency, sales and quality; managing the daily running of the call Centre.
• Liaise with Ops team to gather information and resolve customer complaint
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimize errors and track operative performance;
• Recording statistics, user rates and the performance levels of the Centre and preparing reports
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.
• Improve the customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports improvement

Other Duties:

• Other duties that may be assigned by the Marketing Director.

Reports:

• Monthly report to the Marketing Director.

Qualifications

• First Degree in any Social Sciences or Business Management course.
• 6 - 8 years experience in Call Center Management / Customer Care Service.
• Prior experience in TELCO would be an added advantage.
• Excellent skills in Conflict and complaint resolution.
• Proficiency in the use of English.
• Must be customer service oriented.