• Vacancies at Contact Solutions Limited (Consol)

  • Posted on: 19 February, 2016 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.

    Contact 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

       

    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.

    go to method of application »

    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.

    Education Qualification:

    • Minimum of a Master’s Degree

    Professional Qualification:

    • Membership of recognized Information Technology professional Associations; E.g. CCNA, CCNP, CCIE, ITIL, Microsoft Certifications.

    Experience:

    • Previous Information Technology experience in a multi-site Client-Server environment.
    • Minimum of 5 years post-graduation experience

    go to method of application »

    GM, Commercial Services

     

    Job description

    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

    Method of Application

    To apply, visit ConSol's Career Page on LinkedIn

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