Konga Calls for submission of Cv

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Konga Calls for submission of Cv
Location: All Nigeria
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Ad description

Job Status: Full Time Job,
Remuneration: Attractive,
Location: Lagos, Nigeria
• Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids.
• Responsible for driving service level, utilization, call handle time and other service targets for the contact centre.
• Responsible for analysis and reporting of periodic statistics (daily, weekly, monthly) for all defined contact centre metrics.
• Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management.
• Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making.
• Must be fact oriented, using available data to make accurate projections of resource requirements (both human and technical)
• Creates Social Media management standards, policies and rules of engagement
• Monitoring activities of Social Media Agents
• Monitoring comments on all social media platforms and is abreast of any issue that arises
• Ensure prompt response to queries presented via social media channels
• Provide weekly/daily report on social activities. Tweets, comments, sentiment report, etc.
• Upskill agents to ensure that the promised level of service is provided at all times
• Take over negative situations where agents cannot handle
• Ensure attendance and schedule adherence
• University degree
• 3 years post NYSC
• Demonstrates creativity in social media interactions
• Proficient in content marketing theory and application. Experience sourcing and managing content development and publishing.
• In-depth knowledge and understanding of Social Media (Facebook, Twitter, Nairaland etc.)
• In-depth knowledge and understanding of social media platforms and their respective participants (Facebook, Digg, Youtube, Twitter, Flickr etc.) and how they can be deployed in different scenarios.

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