Call Center Manager – Dangote Cement Plc

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.

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