Job Title: Contact Centre Manager

Vacances:  2

Location: Eco Bank Towers

Emplyment Type: Full-Time

Deadline: February 28, 2022
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Job Summary

We are looking for an experienced Contact Centre Manager who will ensure that Telesales Officers meet the set targets and will be responsible for driving adherence to set procedures and policies by the company. The person must have previous experience in a similar role, able to prepare team reports, and lead contact canter initiatives while ensuring that service level and quality objectives are achieved.


    • Provide support across multiple channels or Lines of Businesses as may be assigned.

    • To provide satisfactory resolutions to customer issues escalated from the Agents.

    • To be available to support Agents when required, including taking calls during peak / overflow periods.

    • To assist with coaching / training of the Agents to ensure that they achieve or exceed company expectations for quality, sales and service by providing regular, constructive feedback and guidance to develop Agents to their full potential.

    • Conduct formal Agent performance reviews, including weekly goal setting/performance development plan, monthly performance review in liaison with the Quality Lead.

    • Responsible for Team management, handling all administrative issues in liaison with the Supervisor – Agent Requests – leaves, shifts escalations etc.

    • Listen and Evaluate Agent Calls Daily to ensure Quality Standards are met.


How to Apply

To make your application, forward your CV and cover letter to [email protected] indicating the position you are applying for as the subject line.

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