CALL CENTER MANAGERS

Job Responsibilities
• Managing the daily running of the call center
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Monitoring random calls to improve quality and minimize errors and track operative performance.
• Handling the most complex customer complaints or enquirers.
• Analyzing performance statistics and making decisions on the basis of these statistics;
• Improving performance by raising efficiency sourcing new equipment to enable this, e.g. new dialing products.
• Reviewing the performance of staff, identifying staff training needs and planning training sessions;
Other Requirements
• A Bachelors degree in Technical/Social Sciences, or other related disciplines [MBA is an added advantage
• Excellent communication, numerical and statistical skills
• Strong interpersonal skills
• At least three (3) years experience in a similar position

EXPERIENCED QUALITY ASSURANCE [QA] SUPERVISORS IN A CALL CENTER

Job Responsibilities
• Promoting quality achievement and performance improvement
• Setting QA compliance objectives and ensuring that targets are achieved
• Testing of all telephony access to ensure customers’ easy access to the Contact Centre.
• Ensuring compliance with national and international standards and legislation;
• Agreeing standards and establishing clearly defined quality methods for Call Centre staff to apply
• Defining quality procedures in conjunction with operating staff
• Setting up and maintaining controls and documentation
• Handle Feedback from customer questionnaires sent monthly to all our customers evaluating our service delivery.
• Assess Agents’ competence against set Call Centre’s standards of occupational competence
• Maintain accurate and verifiable agent assessment and achievement records
• Ensuring validity, authenticity and sufficiency of evidence produced in Call Centre reports.
• Testing systems to ensure IVR configuration is consistent, CRM and Altigen are effectively utilized
• Identify areas of performance applying training interventions

Other Requirements
• A Bachelors degree in Technical/Social Sciences, or other related disciplines
• Excellent communication, numerical and statistical skills
• Strong interpersonal skills
• At least three (3) years experience in a similar position

CALL CENTER SUPERVISORS

Job Responsibilities
• Manage a team of Call Center Agents.
• Organizing, staffing, including shift patterns and the number of staff required to meet demand;
• Recording statistics, user rates and the performance levels of the center, and preparing reports;
• Effectively build call Center culture
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.

Other Requirements
• A Bachelors degree in Technical/Social Sciences, or other related disciplines
• Excellent communication, numerical and statistical skills
• Strong interpersonal skills
• At least three (3) years experience in a similar position

FOR APPLICATION SEND YOUR CVS TO

career@consollimited.com.
info@consollimited.com.



Date: Wednesday, 04 February, 2009 (1 day ago)
Location: Aguda, Surulere,Lagos., Lagos State, Nigeria.