Type to search

Retail / Sales

OLX SSA Job Vacancy for Contact Center Lead – Nigeria

Share

Naspers is a leading multinational group of e-commerce and media platforms, with operations in 133
countries around the world and some 6 billion dollars in annual revenues. The group, incorporated in 1915 as a public limited liability company and listed on the Johannesburg Stock Exchange (JSE) in September 1994. The company also has an ADR listing on the London Stock Exchange (LSE). The group attains dominant positions in emerging market presenting above-average growth opportunities. Online classifieds is one of the current spearheads. Online classifieds is the consumer to consumer (c2c) trade of used goods through an online platform (both web-based and native apps). Our purpose is to improve people’s lives by bringing them together for win-win exchanges. We are building leading positions in emerging markets by developing local businesses, while making use of our global scale through technology transfers, know-how and talent exchange. Our company unites many cultures and styles into one online multinational. Our most significant operations are located in emerging markets, such as Sub-Saharan Africa, Latin America, Eastern Europe, Middle East, South East Asia and South Asia. We are known in these markets under the brand names OLX and Dubizzle.

Job Title: Contact Center Lead – Nigeria
OLX SSA – Nigeria

Job description

OLX, the world’s leading online classifieds company, is looking for a talented Contact Center Lead who will be responsible for the overall performance of inbound requests from users both via calls, emails and possibly other channels.  The lead will be responsible for call interactions, performance tracking on both outbound and inbound requests as well as delivering high quality interactions with our users via email. The role will report directly to the OLX User Operations Manager.  Daily responsibilities will include leading all aspects of the Contact Center including providing guidelines to the team, contact review, and ensuring established Service Level Agreements (SLAs) are met. The individual needs to be self motivated and an advocate of service excellence with great communication skills.

The position will provide the opportunity to be a significant driver for our fast growing business in an international, entrepreneurial environment.  The role involves working across cultures and countries and providing strategic leadership in all aspects of day-to-day running of the Contact Center. The individual will also work collaboratively with other teams within User Operations, including Customer Support.

Responsibilities

The successful candidate will be responsible for the following:

RELATED:  Graduate Makeup Artist Recruitment at Montaigne Place in Lagos, Enugu, Rivers, Abuja

    Manage a team of inbound and outbound call center and email handling agents
    Responsible for achieving agreed set quantitative metrics in the contact center such as call resolution, email response turnaround time and waiting times
    Responsible for achieving agreed set qualitative measures in the contact center such as call monitoring, customer retention, conducting assessments, customer surveys, reporting on quality performance
    Responsible for the compilation, analysis and evaluation of contact center statistics
    Responsible for the cost management of the contact center which involves budget input and management
    Implement and monitor systems, processes and SOP’s and corrective actions. Ensure integration of industry best practice standards into the OLX contact center
    Drive customer self-help and automation processes including IVR systems
    Oversee the management of all internal/external communication, which includes but is not limited to customer escalations and support scope
    Resolve team issues and problems in a timely manner and within SLA requirements
    Ensure all contact center processes and rules are documented and accessible to all
    Train all contact center staff on any process/rule changes

Desired Skills and Experience

    Previous experience leading a team in a call center with significant volumes is required
    Experience leading culturally diverse teams is a must with excellent people leadership skills
    Customer Service experience within an online /ecommerce environment is desired
    Driven and goal – orientated with a passion for customer service
    Problem – solving and analytical skills
    A professional demeanor and the ability to interact with all levels of managers and end-users in the organization
    Critical thinking skills, attention to detail and the ability to efficiently gather and process information in a fast paced environment are also required
    Previous experience developing operational learning materials and SOPs
    Articulate, clear thinking and excellent verbal and written communication skills
    Work experience in high-performance environments with a proven track record of personal, academic and professional achievements in an international field
    Passionate about online and has deep interest in developing businesses
    Humble, flexible personality with knowledge of the local Nigerian market.
    Verbal and written communication skills in French is a plus

Qualifications and experience

    University degree in Operations Studies, Business Management or related field
    MBA or any other relevant Master’s degree would be an advantage
    5 years’ contact centre management experience of which 3 to 5 years’ experience should be within an inbound and outbound contact center environment
    Experience in the ecommerce, ISP or telecommunication industry would be advantageous

RELATED:  User Operations Manager Needed at OLX SSA - Nigeria

Personal characteristics and values:

Be Fast:                      eager and motivated to meet deadlines, and have the ability to work under pressure

Be Empowered:        self-motivated and able to work independently with little management supervision

Be Open:                    have a non-hierarchical style and be prepared to “roll up their sleeves” and make things happen

Be innovative:           by building on each other; be a team player with self-esteem yet a manageable ego

Be Curious:               continue to learn and seek for the best solutions

What we will offer:

    Being part of one of the most exciting journeys in the field of ecommerce – Online Classifieds
    Being part of the biggest Online Classifieds business in Sub-Saharan Africa with a view to consolidating our position in the coming years to one of the biggest Online Classifieds businesses in the world
    A pleasant, informal and international work environment
    Being part of a highly dynamic team

About this company

Naspers is a leading multinational group of e-commerce and media platforms, with operations in 133 countries around the world and some 6 billion dollars in annual revenues. The group, incorporated in 1915 as a public limited liability company and listed on the Johannesburg Stock Exchange (JSE) in September 1994. The company also has an ADR listing on the London Stock Exchange (LSE). The group attains dominant positions in emerging market presenting above-average growth opportunities. Online classifieds is one of the current spearheads. Online classifieds is the consumer to consumer (c2c) trade of used goods through an online platform (both web-based and native apps). Our purpose is to improve people’s lives by bringing them together for win-win exchanges. We are building leading positions in emerging markets by developing local businesses, while making use of our global scale through technology transfers, know-how and talent exchange. Our company unites many cultures and styles into one online multinational. Our most significant operations are located in emerging markets, such as Sub-Saharan Africa, Latin America, Eastern Europe, Middle East, South East Asia and South Asia. We are known in these markets under the brand names OLX and Dubizzle.

How to Apply

Click here to apply online

Tags:

Leave a Comment

Your email address will not be published. Required fields are marked *

Subscribe to FREE Job Alert

Click verification link sent to your inbox to complete subscription!