Contact Center Manager at Flutterwave

About the Role

• Flutterwave is looking for a Contact Center Manager. This role will be responsible for shaping the future of the contact center operation, being committed to delivering a great customer contact experience through all customer engagement and customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social Media, Web reviews, Correspondence.
• This role will lead a number of CX Interns through a team of Supervisors.
• The Contact Center Manager will ensure that all channels are available to customers always, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales inquiries and get it right the first time.

Responsibilities
Responsibilities include but are not limited to:

• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Deliver cost efficiencies and improvement in Customer Satisfaction Scores.
• Applying best practices, develop continuous process improvement, and make recommendations based upon the employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs
• Lead, inspire and co-ordinate the contact center staff at all levels to create motivated and engaged colleagues.
• Be responsible for the customer contact processes and their associated customer experience.
• Work with the CX lead to support company initiatives to drive improvements, improve efficiency and reduce complaints.
• Ensure competitive response and resolution times to customer queries and complaints.
• Ensure the Contact Center is functioning at all times, documenting and reporting any interruption in service to the appropriate channel.
• Build relationships, earn trust and buy-in from customers in order to get referral business, and retain customer loyalty.
• Ensure that resource is fully utilized and any contact demand is effectively covered.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
• Support the Customer Experience lead in driving and implementing the CX strategy for the Company.
• Any other duty assigned.

Desired Skills and Expertise

• Proven experience of leading a service-driven contact center operation with experience of managing an operation through periods of significant growth or change.
• Excellent written and communication skills.
• Ability to engage with leaders at all levels across the wider business to achieve goals and objectives.
• Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Result oriented. Focuses on getting things finished.
• Confidentiality
• Integrity and honesty.

Other Requirements:

• Willingness to work on weekends & public holidays
• Positive attitude
• Willingness to switch roles within the team.