Call Centre Manager Vacancy, Interra Network, Lagos, Nigeria

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Call Centre Manager Vacancy, Interra Network, Lagos, Nigeria
Location: All Nigeria
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The Job :Call Centre Manager, Interra Network.
Job Status: Full Time Job,
Remuneration: Attractive,
Location: Lagos, Nigeria.
Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the centre and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
QualificationA foreign degree in any field is preferred.
Previous experience as a Manager or Supervisor in the call centre of one of the major telecoms.

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