Purpose of the Job
- Responsible for executing the work plan and programs of call center operations in adherence to defined policies and guidelines.
The Job
- Assist in ensuring optimal utilization of CRM systems and tools in the call Centre operations.
- Lead team meetings and present reports for effective decision making to drive improvement.
- Assist in monitoring compliance to defined service levels within the call Centre.
- Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries.
- Monitor team performance to ensure efficiency in call handling and customer service delivery
- Handle customer complaints, provide appropriate solutions and alternatives within the set time limit.
- Analyze call center data and prepare management report.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
Qualification and Experience
- Candidates should possess a B.Sc / HND preferably in the field of numerate Science, Business Admin, Engineering.
- 3-5 years’ relevant experience with manufacturing industry and telecom industry.
The Person Must:
- Have strong communication and interpersonal skills.
- Possess strong capacity to handle stress problem solving abilities and decision making prowess.
- Have strong leadership ability and presentation skills.
- Ability to multitask, prioritize and manage time effectively.
- Be familiar with CRM systems and packages.
How to Apply
Interested and qualified? Go to Flour Mills of Nigeria Plc on fmnplc.e-recruiter.ng to apply