******CALL CENTRE JOB******* Call Center Manager – Dangote Cement Plc Posted on July 5, 2013 Job Description Provide input into the development of call centre management strategies, guidelines, etc. Oversee the implementation of DCP’s approved call centre strategies, operational policies and plans. Maintain up-to-date knowledge of industry and company activities, products and developments. Liaise with relevant functions to ensure seamless integration between the call centre and DCP’s information channels, for prompt and proactive information sharing and timely resolution of issues. Provide guidance to (or liaise with) call centre supervisors/ team leaders/ officers and other third party departments to gather useful information for resolution of issues. Monitor to ensure that calls are answered by staff within agreed timelines and in an appropriate manner. Ensure that all customer inquiries are logged in and complete and appropriate documentation of all call centre customer cases is maintained. Perform random quality checks on calls to track call centre performance and highlight improvement opportunities. Ensure cordial and courteous relations with DCP’s customers (across all CRM touch points) to ensure retention of existing customers and continuous growth of customer base. Record statistics, user rates and the performance levels of the centre and develop relevant reports for management information. Proactively identify and address possible hindrances to effective call centre operations. Provide recommendations to department head for improving call centre performance, and take necessary steps to implement approved recommendations. Organise staffing at the centre, including shift patterns and number of staff required to meet demand. Notify HR of existing vacancies in the centre and provide information on job specifications. Review staff performance, liaise with HR to identify training needs and incorporate approved trainings into call centre work schedule. Develop and submit periodic activity/ performance reports for the attention of the Head, Customer Relations Management. Desired Skills & Experience Bachelor’s degree or its equivalent in Marketing, Business Management or other related discipline. Training or certification in contact centre or customer relations management will be an added advantage. Minimum of five (5) years experience in customer relationship management and preferably, call centre environment. Very good knowledge of customer relationship management models, techniques and methodologies. In-depth knowledge of market/customer segmentation methodologies. Ability to think strategically and creatively. Very good leadership and people management skills. Ability to anticipate and manage difficult situations deftly. Very strong problem solving skills. Very good negotiation and relationship management skills. Very good presentation, written and oral communication skills. Excellent customer service skills. LIKE THE PAGE AND SHARE
Posted on: Mon, 08 Jul 2013 09:42:42 +0000
Trending Topics
Recently Viewed Topics
© 2015