Interra Networks Limited (Interra) – is a leading provider of Information & Communications
Technology (ICT) solutions for the private and public sector.
We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution. We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.
Interra Networks Limited is recruiting to fill the position below:
Job Title: Call Centre Manager
Location: Abuja, FCT
Qualification and Experience
A foreign degree in any field is preferred.
Previous experience as a Manager or Supervisor in the call centre of one of the major telecoms.
Major Duties and Responsibilities
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;
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;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
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;
High Leadership Skill
Strong written and verbal communication skills
Should possess the skill to work both in team and also perform independently.
Persuasive, patient manner
Coaching, Mentoring and leadership skills
Strong Operational Skills
Strong Customer Service Skills
How to Apply