• Job Offers at Contact Solutions Limited (Consol)

  • Posted on: 4 December, 2015 Deadline: Not Specified
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  • Contact Solutions Limited (Consol) is the leading provider of Contact Centre Services & Customer Management Solutions in Nigeria. We offer a full range of services to drive sales growth, customer services and back office customer management operations.

    At ConSol we provide services that enhance customer relationships and develop projects that create loyal customers and profitability. Our consultants are experts in the field of customer relationship management and our large independent contact center facility enables us to deliver customized solutions to meet your requirements.

    Head of Technology

     

    Job Duties/ Responsibilities/ Accountabilities
    • Responsible for the technology strategic planning process that will regularly evaluate emerging, new and existing technologies, information systems, and staffing, research new solutions and technologies and recommend changes covering but not limited to the following area:
    • Management Information systems, system and network architecture, Network communication, strategic system conversions and integrations in support of business goals.
    • Develop and enforce operating policies and procedures to ensure the protection of the company’s IT assets and the integrity, security and privacy of information entrusted to or maintained by the company and all its business units.
    • Oversee the linkage between external technology systems (e.g. OEMs, 3rd parties and other organizations) and the company’s IT resources; including systems for electronic data exchange.
    • Recommend changes to software applications based on analysis of their impact to all users requirement.
    • Gather and analyze the changing requirements of users and develop effective and feasible ways to satisfy user requirements.
    • Co-ordinate and manage reporting needs and data analysis for the company and its business units and ensure the gathering, processing, distribution and use of pertinent information required by management to make decisions occur in a timely, accurate and cost effective manner.
    • Oversee the development, design and implementation of new applications and changes to existing computer systems and software packages.
    • Approve, coordinate and control all projects related to selection, acquisition, development and installation of major information systems for the company.
    • Review all hardware and software acquisition and maintenance contracts, soliciting involvement and participation of other management team members as appropriate.
    • Develop and maintain corporate policies and standards aimed at maximizing effectiveness and minimizing costs related to the acquisition, implementation and operation of IT systems.
    • Develop, when possible, master purchase or lease agreements for hardware, software, maintenance and telecommunication services.
    • Develop and monitor the approved annual operating and capital budgets for information and technology systems.
    • Maintain and manage relationship with OEMs and maintain knowledge of current technology, equipment, prices and terms of agreement to minimize the investment required to meet established service levels.
    • Evaluate alternatives, perform appropriate cost-benefit analysis and recommend solutions that maximize effectiveness and minimize costs commensurate with acceptable risks.
    • Maintain problem logs, documenting system errors or defects.
    • Be responsible for training (as Trainer), coaching mentoring and human capacity development of staff and external training delegates.

    go to method of application »

    Call Centre Operations Manager

     

    Job Duties/ Responsibilities/ Accountabilities

    • Managing the daily running of the Contact Centre.Oversee the company’s contact centre operations in multiple locations across Nigeria
    • Manage the resolution of project and Contact Centre related issues through the Supervisors, Team leaders, OperativesCall Centre Managers, QA Managers and Training Managers and Third parties, e.g. Clients and Stakeholders.
    • Manage Contact Center quality of service delivery to ensure Client’s expectations are met at all times.
    • Ensure effective escalation process is in place to handle more complex customer complaints or enquiries.
    • Regularly analyze Contact Centre performance statistics to ensure that it is in line with predetermined KPIs.
    • Identify,  and implement tools and methodologies for improving service delivery and performance.
    • Conduct Staff  performance reviews, identify skills gap and staff training needs for direct reports
    • Ensure appropriate Training programs are in place to meet skills requirement for optimum Contact Centre Operations.
    • MaintainEnsure the a highly motivated work environment encourages staff motivation, good work through positive input along with ethicsal and professionalismadvanced customer service training.
    • Mentoring, coaching and motivateing staff to ensure higher retention rate.
    • Manage contact centre performance scorecard, eEnsuring appropriate rewards and incentives are provided for top performer identified through the contact centre performance scorecard processdelivered.
    • Be responsible for training (as Trainer), coaching, mentoring and human capacity development of staff and external training delegates

    go to method of application »

    Facility Manager

     

    Job Duties/ Responsibilities/ Accountabilities

    • Plans strategy to ensure efficient management of assets – Manages, maintains and supports the reliability of the systems, equipment, properties and assets in the facility.
    • Manages contracts and contractors functions and provides support for the facility’s budget.
    • Maintains and operates the facilities – Manages resources including budget, staff, contractors, consultants and finances.
    • Performs short term and long term planning for the property.
    • Supervises development/monitoring of facilities maintenance program.
    • Directs all activities relating to contracted facility services, including but not limited to technical reviews, materials, equipment and product requisitions.
    • Assists and guides the contractors in completing the tenders and manages the projects assigned
    • Detailed analysis and study of alternatives available as an adjunct to completing projects within the facility
    • Researches the possible areas of development in the facility in accordance with the established objectives.
    • Introduces changes in the facility without disturbing the ongoing process, thus increasing output and reducing operating costs.

    Method of Application

    Interested and suitably qualified candidates should visit ConSol's Career Page on LinkedIn

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