MANAGER JOB

Job opening: other jobs, jobs in Nigeria

Share on
MANAGER JOB
Location: All Nigeria
Last update:

Ad description

Managerial Job Vacancy at Etisalat Nigeria

Etisalat Nigeria commenced commercial operations on 23 October 2008 with a promise to deliver innovative and quality services in Nigeria. Since then, we have continued to deliver the best possible experience at the most affordable price to our subscribers.

This commitment has led to the growth of our active subscriber base to over 21 million in just six years. Today, Etisalat has network coverage in all 36 states of the federation including Abuja, the federal capital territory as we continue to build our network and expand to new locations.

Position: Manager, IVR Management​

Job Summary       

Responsible for ensuring that the Contact Centre impacting IVR systems are developed with relevant capabilities and integrated successfully for a seamless end-to-end call treatment experience. Responsible for ensuring Customer Care readiness to support new product, service and proposition launches in conjunction with Customer Experience team and other stakeholders.  

Educational Requirements       

First degree or equivalent in a relevant discipline. Postgraduate/ professional qualification in a related field will be an added advantage.    

Experience, Skills & Competencies       

Six (6) to eight (8) years' work experience, with at least three (3) years in a supervisory role. Strong knowledge of Microsoft Office including, Visio, Excel, Access, Think cell,Adobe Illustrator & SharePoint. Ability touse Avaya Aura Orchestration Designer. Experience in project management or change management. Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams Strong Analysis & Problem Solving skills A thorough understanding of consumer needs, drivers and issues Outgoing, organized, persistent, flexible and able to focus on long term goals

Principal Functions       

Serve as Subject Matter Expert on IVR application design, integration, Identification and database management. Lead detailed analysis into IVR call flows and identify areas for improvement to enhance customer experience. Lead the IVR support team in producing monthly, weekly and daily reports measuring effectiveness against set KPI's. Act as liaison with IT and other 3rd party vendors to provide required system support. Identify and apply industry best practices and benchmarks and develop best-in-class process models for the IVR. Lead cross-functional project teams to identify and deliver process improvement initiatives that will drive increased customer satisfaction on the IVR. Identify call routing issues and propose solutions for operational effectiveness. Liaise with other channel managers (Customer Experience, Contact Centre, Retail Sales etc.) to ensure consistence of customer experience across all Etisalat touch points. Manage the seamless integration of new products, services, promotions into Customer Care in order to ensure the readiness of systems/hardware and frontline/back-office teams to provide high quality support well ahead of launch and throughout the product or service life cycle. Participate in cross-functional teams to enhance the service experience for Etisalat customers on the IVR, including identifying, planning, and executing opportunities for improvement. Conducting and ensuring the timely completion of performance reviews. People Development & Team Building - Providing direct reports with coaching, feedback, and developmental opportunities and building an effective team. Planning and Execution - Developing strategic and operational plans for the team, managing execution, and measuring results within the unit. Perform any other duties as assigned by the Head,Customer Care Support and IVR.     

ATTENTION! Do not make any advance payments to any seller on Mobofree, not even for delivery! You may get scammed by unfair seller. Please report abuse to help us stop scam! To keep yourself safe, make sure to follow our Safety tips!

Social comments

Similar ads

Any Job related to Computer

Any Job related to Computer

am a graduate from kwara state poly i study computer science. i need a job in any state in nigeria. thanks
JOB RECRUITMENT VACANCY!!!

JOB RECRUITMENT VACANCY!!!

Are you a graduate/undergraduate or you obtain no certificate or degree?? Need Job urgently? Rejected by companies and other hiring agency? Are you in search of a job & you don’t meet the criteria to apply for one? Fear not. We are licensed job agenc...

Internal Audit Manager Job

Internal Audit Manager Job in a Fast Food Company in Lagos We are currently hiring for the following position in our Head Office in Lagos office. Job Title:  Internal Audit Manager   MAIN...

Ericsson – Sourcing Category Manager Job

The Job : Sourcing Category Manager, EricssonJob Status: Full Time Remuneration: Attractive Location: Lagos The office holder shall develop cost effective Ericsson wide category strategies that are based on cross-functional requirements and busines...

Facilities Manager Job Vacancy, UConnect

U-Connect, established in 2004 with headquarters in Lekki Peninsula is a proud Nigerian operation offering a world class personnel outsourcing and recruitment, training and customer service solutions to its valued customers.U-Connect is currently rec...

Pagatech Job Vacancy for a Regional Manager

Pagatech Job Vacancy for a Regional Manager Pagatech was founded in early 2009 with a vision to enable a cashless society and bank the unbanked in Africa. Our first product offering, P...

Tax Manager/Asst. Manager/Officer Job Vacancy at Global Initiative Centre

Tax Manager/Asst. Manager/Officer Job Vacancy at Global Initiative Centre Global Initiative Centre - A Professional Firm with offices in 5 States of the Federation, requires the services of s...

More on MoboFree

Posted by
JobGurus JobGurus
Nigeria

709 ads posted

MoboFree trust level
User is a member for at least 90 days
8188649791
Tell seller that you found ad on Mobofree.com!
Please read safety tips
  • Never pay ANYTHING before purchasee
  • Try to meet at a safe, public location
  • Check the item before you pay money for it
Report

Latest activities