Fresh Jobs at ConSol Limited

Location: Alausa - Ikeja, Lagos

Objective / Purpose

• Supervise the Call Centre Quality Monitoring (QM) function and responsible for assuring call quality standards are being evaluated fairly and consistently.
• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures.

Job Duties / Responsibilities / Accountabilities

• Supervise all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Co-ordinate coaching, training and development to contact centre agents
• Supervise the use of quality monitoring data management system to compile and track performance at team and individual level.
• Coordinate and facilitatecall calibration sessions for call center agents.
• Supervise the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Supervise Agents’ feedback session and provide feedback to call center Team lead and managers.
• Supervise Agent performance/behaviour in a call centre, and to coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
• Supervise Call Centre Agents and adhere to the policies and procedures of each Project.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification

Experience:

• Minimum of 2 - 3 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.

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Location: Alausa - Ikeja, Lagos

Objective / Purpose

• QA Analyst will be responsible for working with both agents and Call Centre management to ensure that all aspects of quality assurance and adherence are aligned with client and corporate expectations
• QA Analyst will conduct live monitoring, call research and is responsible for scheduling and facilitation client calibration sessions when appropriate.

Job Duties / Responsibilities / Accountabilities

• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Implement the use of coaching, training and development to contact centre agents
• Implement the use of quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitates call calibration sessions for call center agents.
• Implement the use of scheduling, facilitation and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback session and provides feedback to call center team leaders and managers.
• Monitor Agent performance / behaviour in a call centre and coach and counsel agents to modify their performance / behaviour to facilitate a high level of customer service.

Requirements
Education Qualification:

• Bachelor's Degree from a recognized institution

Professional Qualification:

• Relevant Contact Centre operations certification.

Experience:

• Minimum of 2 years relevant contact centre work experience
• Working knowledge of appropriate CRM software and understanding of the contact center industry.

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Location: Marina, Lagos
Employment Type: Contract

Job Responsibilities

• Handle customer complaints or enquiries via telephone, emails or text messages.
• Provide customers with needed information and support
• Make outbound calls.
• Receive inbound calls
• Ensure that customers/callers are satisfied.
• Gather information from customers.
• Consistently ensure call (outbound/inbound) quality
• Contributes to team effort by accomplishing related results as needed.
• Exhibiting competent product Knowledge.
• Promote good listening skills.
• Manage length of calls.
• Utilize computer technology to handle high volume of calls
• Work closely with Team leads, supervisors and call centre manger to ensure synergy and all time customer satisfaction
• Adherence to call script and call centre policies.
• Compile reports.

Job Requirements
Education Qualification:

• Minimum of ND in Mass Communications or any related field.

Professional Qualification:

• Relevant Contact Centre Operations Certification.

Experience:

• Experience in the Banking / Financial Sector is a MUST.
• Candidate with Banking Experience is preferred
• Minimum of 1-2 years relevant work experience in the Contact Centre
• Working knowledge of appropriate CRM software (preferably Zendesk) and understanding of the Contact center industry.

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Location: Alausa - Ikeja Lagos

Job Duties / Responsibilities / Accountabilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Maintain daily performance of computer systems and software.
• Respond to email messages for customers seeking help.
• Support customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Manage the service desk
• Document activity and reports potential problems according to established procedures
• Detect errors and takes action according to documented procedures
• Contribute to the reduction in volume of incidents and proactive problem management.
• Cooperate in coordinated activities between different external groups where required in order to ensure full support and information is provided.
• Applies technical policies and standards to the systems supported
• Give first level support to the end-users in a friendly and professional manner.
• Ensure regular update of all IT inventories
• Provide innovative solution for the service desk management
• Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.
• Assist to deploy tools to solve customer issues with software applications, network monitoring, network planning, network performance and other issues customer’s experience
• Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, analyzing and recording test data for future reference
• Provide first level support to the Local Area Network (LAN)
• Perform any other tasks assigned by the IS Officer/IS Manager

Requirements
Education Qualification:

• Minimum of Bachelor's degree in Computer Science, Electrical / Electronic Engineering, or other related disciplines from an accredited Higher Institution.

Professional Qualification:

• Membership of / certification from recognized Information Technology professional bodies:
  • CISCO-CCNA
  • CCNP
  • CCIE
  • EXIN-ITIL
  • Microsoft Certifications: MCITP, MCSE

Experience:

• Minimum of 1-2 years’ experience in a similar position.