Vacancies at Contact Solutions Limited (Consol)

• 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

   

Education Qualification:

• Minimum of a Bachelor’s degree

   

Professional Qualification:

• Relevant Contact centre operations certification
• QAI Certified Contact Centre Manager
• QAI Certified Contact Centre Trainer

Experience:

• Minimum of five [5] years relevant work experience in the Contact Centre; with at least one (2) year operational experience as Manager.
• Working knowledge of appropriate CRM software and understanding of the Contact Centre industry.

Marketing and Sales Development

• To create and develop commercial opportunities that will increase ConSol’s revenue and profitability.. This is with both existing and potentially new clients with whom you will target, initiate and develop business relationships.
• Identify new market opportunities, taking the lead on building robust and successful business proposals that secures new contracts and builds long term client relationships
• Take executive lead responsibility for the identification, development and implementation of all joint ventures and strategic partnerships
• Implement the marketing strategy that incorporates general direction, local and strategically important priorities, enabling the organization to maintain and grow its income base
• Demonstrate technical marketing skills and sound knowledge of ConSol’s products & services when engaging prospective customers, clients and business partners
• Develop annual marketing and sales plan which details activities that will focus on meeting the organization’s business plan targets
• Manage the sales department budget & provide direction for sales team where budgets are delegated
• Specify market requirements for current and future products through market research and customer feedback.
• Analyze potential partner relationships that could expand ConSol’s product portfolio or bouquet of service offerings

Education Qualification:

• University degree and MBA

Professional Qualification:

• Membership of relevant professional bodies preferred.

Experience:

• Minimum of 7 years in a senior sales/commercial management position