Leadership & Management
- Manage and lead a team of call centre supervisors, team leads, and agents.
- Set clear team goals and KPIs, monitor performance, and provide regular feedback.
- Foster a culture of customer-centricity, teamwork, and continuous improvement.
Operational Oversight
- Plan and implement call centre strategies for inbound and outbound operations.
- Ensure resource allocation meets service level agreements (SLAs) and customer demand.
- Monitor call metrics (AHT, FCR, CSAT, NPS, etc.) and drive initiatives to improve them.
Customer Experience
- Handle escalations and complex customer issues professionally.
- Identify trends and recurring issues to recommend process improvements.
- Collaborate with other departments (e.g., Sales, IT, Marketing) to enhance customer satisfaction.
People Development
- Recruit, train, and coach call centre staff to deliver excellent service.
- Conduct performance appraisals and create personal development plans for team members.
Reporting & Analysis
- Prepare regular reports on call Centre performance, customer feedback, and staff productivity.
- Use data analytics to drive informed decisions and enhance operational efficiency.
Job Type: Full-time
Ability to commute/relocate:
- Lagos: Reliably commute or planning to relocate before starting work (Required)