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Call Center Assitant Manager

TreeTop Consulting

Customer Service & Support

IT & Telecoms NGN 150,000 - 250,000
Easy Apply
1 month ago

Job Summary

A premier organization established to provide end to end communication as an outbound and inbound communication service centre.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements

Responsibilities:

  • Overseeing day to day operations of the call centre
  • Monitoring attendance and promptness
  • Troubleshooting technical glitches or mishaps.
  • Ensuring quiet hours and work etiquette is observed.
  • Escalating all issues to the directors
  • De-escalating conflicts in a timely manner.
  • General administrative/clerical tasks
  • Auxiliary tasks required.
  • Manages and oversees a team of call centre agents.
  • Motivates and supports agents through feedback and communication.
  • Measures KPI’s like inbound calls, call waiting, and call abandonment.
  • Assists with taking agents’ calls if they can’t handle the workload.
  • Improves quality of results by recommending changes.
  • Provides product/service information by answering questions and helping.
  • Assist onboarding new employees.
  • Prepares monthly and annual performance reports.
  • Creates targets and goals for improvement.
  • Office Set up


Requirements:

  • Minimum academic qualification of BA or BSc degree in any discipline.
  • At least minimum of 5 years of working in customer service, a supervisory role, or in a call centre is required
  • Experience with coaching, training, and motivating employees is required.


Location: Lagos, Magodo (full time)

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