Contact Center Manager

Job Summary:
We are seeking a highly skilled and motivated Contact Center Manager to join our team. In this role, you will be responsible for managing and enhancing the performance management process across the organization. You will work closely with leadership and employees to ensure that performance goals are aligned with company objectives, and that all team members are supported in achieving their full potential.

JOB DESCRIPTION

• Carry out individual performance appraisal
• Improve the team performance quality
• Set performance goal and monitor progress
• Ensure daily, weekly and monthly KPI are met
• Identify opportunities to improve work processes and efficiency within the team. Implement changes to streamline operations and enhance productivity.
• Design and deliver Daily KPI
• Ensure team escalations are attended to
• Reporting all issues real time
• Motivate and lead the team to achieve high levels of performance and productivity. Foster a positive and collaborative work environment.
• Collaborate with management to set performance goals for the team, ensuring alignment with organizational objectives. Communicate these goals clearly to team members.
• Ensure that all team activities comply with company policies, industry regulations, and best practices.

QUALIFICATION

• Experience: Minimum of 2 years of experience in Contact Center management role, preferably in Loan recovery / Telesales.
• Education: BSC/HND in Business, Management, or a related field. Relevant certifications in leadership or performance management are a plus.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to give constructive feedback.
• Proficiency in performance management tools and techniques.
• Analytical skills with the ability to interpret performance data and make informed decisions.
• Problem-solving skills and the ability to handle difficult situations with professionalism.

Attributes:

• High level of integrity and professionalism.
• Ability to work under pressure and meet deadlines.
• Strong organizational skills and attention to detail.
• A proactive approach to continuous improvement.

Job Type: Full-time

Pay: From ₦150,000.00 per month