Call Centre Manager at Eat N Go Limited

Job Title: Call Centre Manager | Eat ‘N’ Go Limited | Location: Victoria Island, Lagos | Employment Type: Full-time

Purpose / Role

  • The Call Centre Manager (CCM) is responsible for the daily running and management of the call centre through the effective use of resources.
  • He has the responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
  • CCM’s ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

Prime Responsibilities and Duties

  • Manages and directs all aspects of inbound contact center operations.
  • Implements and reviews contact center inbound policies and procedures.
  • Develops and monitors quotas for service volume and timeliness.
  • Call Center Manager is responsible for managing the Call Center Representatives
  • Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
  • Manage calls from customers to ensure all queries are answered.
  • Ensure complaints are answered immediately.
  • Setting and meeting performance targets for speed, efficiency, sales and quality; managing the daily running of the call Centre.
  • Liaise with Ops team to gather information and resolve customer complaint
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimize errors and track operative performance;
  • Recording statistics, user rates and the performance levels of the Centre and preparing reports
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.
  • Improve the customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports improvement

Other Duties:

  • Other duties that may be assigned by the Marketing Director.

Reports:

  • Monthly report to the Marketing Director.

Qualifications

  • First Degree in any Social Sciences or Business Management course.
  • 6 – 8 years experience in Call Center Management / Customer Care Service.
  • Prior experience in TELCO would be an added advantage.
  • Excellent skills in Conflict and complaint resolution.
  • Proficiency in the use of English.
  • Must be customer service oriented.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply

Note: Only qualified candidates will be contacted.