Manager, Contact Centre Operations at 9mobile Nigeria

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Manager, Contact Centre Operations

Job ID: IRC5083
Location: Lagos, Nigeria

Job Summary

  • Manage the activities of the call centre to ensure the smooth implementation of operational plans and realization of service level targets

Principal Functions

  • Keep abreast of global and local best practice as it relates to the call centre operations.
  • Assist in continuously reviewing EMTS’s call centre processes, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
  • Assist in identifying required resources, personnel and funding to achieve the unit’s strategy.
  • Establish and maintain relationships with key internal and external stakeholders.


  • Plan and manage day-to-day call centre operations in EMTS.
  • Develop and ensure appropriate implementation of approved call centre strategies, policies and procedures.
  • Provide oversight and guidance in the execution of all call centre operations and activities.
  • Analyse identified customer queries/complaints trends and appropriately communicate to relevant departments.
  • Ensure adherence to the call centre duty roster.
  • Manage cross-functional relationships with interfacing/support departments and units to ensure compliance with quality and service delivery standards.
  • Conduct periodic procedural audit of call centre operations to ensure efficient service delivery.
  • Design and implement strategies geared towards improving call centre activities (e.g. call segregation to control call volumes and facilitate speedy resolutions of queries).
  • Assist in developing and implementing performance measurement and quality control matrices for call centre staff. Ensure timely implementation of all training interventions for call centre executives.
  • Ensure a smooth implementation of change initiatives within the call centre.
  • Ensure optimal utilisation of CRM systems and tools in EMTS’s call centre operations.
  • Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
  • Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
  • Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Contact Centre Operations.
  • Perform any other duties as assigned by the Head, Contact Centre Operations.

Educational Requirements

  • First Degree or equivalent in a relevant discipline.
  • Postgraduate/ professional qualification in a related field will be an added advantage.
  • Six (6) to eight (8) years work experience, with at least three (3) years in a supervisory role.


Method of Application
Interested and qualified candidates should:
Click here to apply online





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