CALL CENTER OPERATION MANAGER

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CALL CENTER OPERATION MANAGER
Location: All Nigeria
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Ad description

Call Center Operation Manager at UNC Enterprises 

UNC Enterprises is an organization that is into quality building materials, both construction and general goods and services.

We are seeking to recruit dynamic, vibrant, passionate and aggressive individuals to fill this role:

Position: Call Center Operation Manager

Location: Lagos

Job Description

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Skills and Qualifications

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence. Minimum of HND required, as shortlisted candidate will be trained. .

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