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Saturday, 11 November 2017

Call Centre/Customer Support Manager at Softcom Limited

Softcom Limited  ongoing recruitment for  suitable and qualified applicants to fill the position of Call Centre/Customer Support Manager .

The Position is based in Nigeria.

Job Description

We currently have a challenging and rewarding position for someone seeking to broaden their skills and advance their career in Customer Support.
As a Call Centre/Customer Support Manager with Softcom, your investigative and problem solving skills will make a valuable contribution to the success of Softcom.
If you have had ample experience supervising a team of call centre agents or telemarketers, we will like to meets you.
Essential Duties and Responsibilities

Supervises, trains, evaluates and disciplines employees.
Hire and onboard new employees
Plans, organizes and controls the operation of the Customer Service Division;
Assigns personnel to the various operations and instructs them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.
Collaborates with Engineering Division in the development of new programs and changes to existing programs to meet future needs.
Assist in the formulation of targets for customer service team
Answer questions from customers and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as call abandonment, calls waiting etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports
Performs related duties as required.

B.Sc./HND in Linguistics, English or related discipline.
Three (3) years Customer Service and Call Centre Experience.

Ability to coach, mentor, and train direct reports.
Good written and verbal communication skills
Proficient in use of computers and date entry
Good working knowledge of Microsoft Word and Excel
Ability to work in a team as well as independently
Strong organizational skills
Able to think logically and to plan work with efficiency and productivity as a priority.
Ability to use critical thinking skills to improve business processes and efficiency
Able to respond to customers in a friendly and effective manner, some of whom will be demanding or evasive.
Consistent in following established procedures and in training staff to do the same.


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