Ongoing Recruitment at Service Desk Limited

Roles

• To maintain and enhance the Organisation's Human Resources by planning, implementing and evaluating employee relations in Human Resources policies, programmes and practices.
• To maintain the work structure by updating job requirements and job description at all times.
• Prepare employees for assignments by conducting orientation and training programmes
• To maintain Organisation's staff by establishing a recruiting, test and interview programmes; counselling managers on candidate selection; conducting and analyzing exit interviews as well as recommending changes.
• To engage in periodic job evaluation and placement exercise
• To co-ordinate both internal and external training programmes on behalf of the organisation.
• To advise management on employee benefits, motivation and pay structure
• To implement uncompromising disciplinary measures within the organisation, based on the twin principles of firmness and fairness.
• To ensure legal compliance by monitoring and implementing applicable Human Resource federal and state requirements; conducting investigations; maintaining records and representing the organisation at court hearings.
• To maintain management guidelines by preparing, updating and implementing HR policies and procedures.
• To maintain the Human Resources records and antecedents of the organisation
• To maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal network and participating in professional activities within and without the organisation.
• To complete Human Resource operational requirements by scheduling, assigning employees to specific tasks and following up on results.
• To recruit and train staff in line with organisational goals and objectives
• To maintain job results by counselling and disciplining employees; planning, monitoring and appraising job results.
• To contribute to team efforts by accomplishing related results as needed.

Requirements

• Bachelor's degree from an accredited University with major course work in Management, Social Sciences, Humanities or any other related field.
• Certifications such as CIPM, CIPD or any other relevant HR certification is an added advantage
• Minimum of 2 years of progressively responsible experience in HR related roles
  

Skills:

• Must possess excellent communication skills
• Must have a good presentation skills
• Must have knowledge of Micro-Soft Office - including Word, Power point and Excel
• Must possess good people management skills
• Must have a good understanding of business processes
• Must have a good understanding of payroll management
• Must have the ability to manage and analyze employee data and needs
• Must have extensive knowledge and experience of Recruitment & Selection Processes
• Must have extensive knowledge and experience of Training & Development
• Must have extensive knowledge or experience in Staff Management
• Must have the ability to train, motivate and improve the performance of internal staff
• Good proposal writing skills
• Good research and analytical skills
• A good understanding of HR policies
• Ability to drive sales through strategic HR policies
• Must have a good understanding of Performance Management & Appraisal Processes
• Ability to manage change

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Responsibilities:

• To drive revenue and implement all revenue driving initiatives for the organisation
• To work collaboratively with the Business Strategy Leader in developing business opportunities by identifying market ready, relevant business models, partnerships and resources.
• To conduct market analysis research and analysis.
• To develop written business plans.
• To seek out and assists in developing new enterprise investments for Service Desk
• To collaborate with all the departments, affiliates, and subsidiaries of Service Desk to generate new ideas and concepts for business and program proposals
• To examine opportunities for organic growth within the company
• To conducts sustained research and gathering of data and relevant information as needed to develop successful business proposals.
• To compile reports based on analysis performed including but not limited to business plans, profit margin analysis, and business risk assessments.
• To analyze financial data and extract and define relevant information for the purpose of determining past financial performance and/or to project financial probability of business ventures.
• To analyzes data to evaluate existing and potential business and program opportunities
• To interpret data, formulate reports and make recommendations based upon research findings.
• To identify, monitor, and research market conditions for new business opportunities
• To evaluates the potential risks that could pose to the company regarding new opportunities.
• To remains up to date on social enterprise industry trends and opportunities.
• Performs other related duties as assigned.

Requirements

• Bachelor's degree from an accredited university with major course work in business, marketing, or other related field.
• Minimum of 4 years of progressively responsible experience in business development or marketing at management level.
  

Skills and Abilities Required:

• Ability to demonstrated ability to show entrepreneurial spirit
• Must be personable and able to work in a team environment
• Ability to present findings and recommendations succinctly and accurately through oral and written communications.
• Ability to apply qualitative and quantitative techniques to interpret data
• Ability to perform research studies from start to finish
• Familiar with statistical analysis
• Self-starter with ability to solve problems with minimal direction/supervision
• Proficient in MS Office products with emphasis in Excel, Word and Power Point
• Strong interpersonal communication and organization skills
• Ability to prepare a business plan
• Ability to analyze operating, capital and cash flow proformas and budgets

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Responsibilities

• To manage the daily running and co-ordination of the call centre and its agents
• To set implement and monitor individual and team performance target
• To monitor calls, improve quality and assess performance of the team
• To coach, train, and motivate staff in order to ensure optimum performance at all times
• To manage the shift system effectively and to ensure that staffing levels are sufficient
• To liaise with other team leaders/managers across all departments in order to harmonize performance
• To manage the introduction of new products or processes
• Handle customer complaints, maintaining a high level of customer service along with strong commercial awareness at all times.
• Assist in the recruitment and training of staff
• Record and analyze data to measure performance levels of the departments and report to the Business Strategy leader.
• Skills and Abilities Required
• Must have a good English accent
• Must be fluent in Hausa, Igbo or Yoruba, French or German or any major Asian Language - including Malay, Korean or Chinese.
• Proven leadership skills and experience in managing others in a Call Centre environment
• First class customer service and complaint handling skills
• Proficiency in relevant computer applications including advanced Microsoft Excel
• Excellent verbal and oral communication skills
• Good knowledge of customer service principles and practices
• Good team spirit
• Ability to set meet and exceed targets
• Ability to manage change
• Ability to measure & manage team or individual performance
• Good knowledge of Call Centre Management
• Good knowledge of administrative and business processes in a call centre
• Proven experience of working a sales environment is an added advantage

Requirements

• Bachelor's degree from an accredited university with major course work in Communications, Social Sciences, or other related fields.
• Minimum of 5 years of progressively responsible experience in Call Centre or Sales environment.