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    Home»Qualification Jobs in Nigeria»Degree Jobs in Nigeria»Head, Contact Centre Operations at 9mobile Nigeria
    Degree Jobs in Nigeria

    Head, Contact Centre Operations at 9mobile Nigeria

    ArchinformantBy ArchinformantFebruary 23, 2022No Comments3 Mins Read

    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: Head, Contact Centre Operations

    Job: IRC4414
    Location: Lagos

    Job Summary

    • Responsible for implementing EMTS’s overall customer operations strategy while ensuring effective and efficient operations to meet the organisation’s targets.
    • Support the operationalization of quality customer service delivery within the pre-paid, post-paid, social media and data service environments.

    Principal Functions
    Tactical:

    • Provide input to the development of customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channels.
    • Keep abreast of global and local best practice as it relates to the unit’s activities.
    • Continuously review the activities of the customer operations unit, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
    • Identify required resources, personnel and funding to achieve the unit’s strategy.
    • Establish and maintain relationships with key internal and external stakeholders.

    Operational:

    • Coordinate the implementation of effective processes, policies and procedures for the Contact Centre Operations unit while reinforcing EMTS’s drive for customer service excellence.
    • Provide relevant inputs towards the development of specifications for all CRM, Billing and other Customer Management Systems requirements.
    • Ensure the quick and effective resolution of all issues/queries from the various business operations units and escalate to the Director, Customer Care where necessary.
    • Ensure the administration of customer service-related trainings in liaison with the Frontline Training & Quality Assurance Unit.
    • Ensure introduction and continuous enhancement of a Performance Management System in conjunction with Frontline Training & Quality Assurance Unit.
    • Ensure adherence to organizational KPIs and make recommendations for the continuous enhancement of the unit’s operational efficiency and reduction of cost to serve
    • Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
    • Responsible for ensuring Retention Management, Career Pathing and Succession Management within the CC Operations Unit
    • Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
    • Foster a culture of continuous improvement.
    • Responsibility for Contact Centre roll-out in conjunction with key stakeholders
    • Manage inter-functional and vendor relations to ensure synergy
    • Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall business objectives.
    • Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
    • Monitor and control the budgetary needs of the unit.
    • Prepare / compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
    • Perform any other duties as assigned by the Director, Customer Care.

    Educational Requirements

    • First Degree or equivalent in a relevant discipline.
    • Postgraduate / professional qualification in a related field will be an added advantage.
    • Minimum of 10 years relevant work experience, with at least three (3) years in a managerial role.

    Application Closing Date
    Not Specified.

    How to Apply
    Interested and qualified candidates should:
    Click here to apply online

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