• Job Vacancy in an e-Commerce Company via Adexen

  • Posted on: 5 February, 2015 Deadline: Not Specified
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  • Adexen Recruitment Agency is mandated by a multinational e-commerce company with a mission to build leading online marketplaces in emerging markets to recruit a contact centre manager for its operations in Nigeria.
    This position is based in Lagos- Nigeria.

    Contact Centre Manager

     

    Job description

    • Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns and telemarketing
    • Setting and meeting performance targets for speed, efficiency and quality
    • Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
    • Help achieve daily quantitative targets and service levels
    • Monitor progress and ensure timelines are met
    • Ensure that all infrastructure works efficiently
    • Organizing staffing; including shift patterns and the number of staff required to meet demand
    • Reviewing the performance of staff, identifying training needs and planning sessions
    • Preparing roster for customer support team
    • Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
    • Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
    • Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
    • Mystery call reporting
    • Recording statistics, user rates and the performance levels of the centre and preparing reports
    • Handling complex customer complaints or enquiries
    • Follow up on all the activities sent and share team workload
    • Provide action plan to agents on basis of findings
    • Maintaining up-to-date of the industry developments

    Requirements

    • A relevant university degree in business, finance economics or equivalent.
    • Minimum 7 years of experience from Contact Center in Telecommunication or other leading company with a significant Contact Center department
    • Minimum 2 years of experience of managing a contact center department
    • Good networking and building relationships
    • Good leadership skills, strong interpersonal and social skills with a proven track record of exceeding onset targets
    • Tenacious, ambitious and a great communicator
    • Written and oral fluency of English is required
    • Ability to handle critical situations
    • Analytical and strategic thinking with a good pragmatic approach
    • Flexibility, ability to anticipate in an unstable environment

    Method of Application

    Use links below to apply

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