Call Center Manager – Dangote Cement Plc

Must Read

Supreme Court Upholds Simon Lalong’s Victory As Plateau Governor

The Supreme Court on Monday upheld the re-election of Simon Lalong in the March 2019 Plateau State Governorship election. The...

Manchester United Goalkeeper Involved In Ghastly Car Accident

Manchester United goalkeeper Sergio Romero has been involved in a car crash near the club’s Carrington training ground on...

PDP Congratulates Nigerians As Supreme Court Upholds Tambuwal’s Victory

The Peoples Democratic Party (PDP) has congratulated the Governor of Sokoto State, Aminu Tambuwal and Nigerians on the affirmation...

El-Rufai Approves Free Primary, Secondary School Education In Kaduna

Nasir el-Rufai, governor of Kaduna, has ordered that primary and secondary children in the state be exempted from paying...

Nigerians Blast EFCC For Arresting Clubgoers In Ibadan

Nigerians have taken to Twitter to register their displeasure about the recent arrest made by the Economic and Financial...

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.

Click here to apply

- Advertisement -

LEAVE A REPLY

Please enter your comment!
Please enter your name here

More Articles Like This

- Advertisement -