Operations Manager (Call Centre) At Hamilton Lloyd and Associates

Job Details

Job Title: Operations Manager (Call Centre) At Hamilton Lloyd and Associates
Organisation: Hamilton Lloyd and Associates
Location: Lagos State
Min Work Experience: 5 year(s)
Qualification: B.Sc
Industry: Customer Service
Course: RELATED DISCIPLINE
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Hamilton Lloyd and Associates - Our client, a non-governmental organisation is seeking to engage the services of:

Job Title: Operations Manager (Call Centre)

Location: Lagos
Duration: 3 Months

Job Description

  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees.
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans;
  • Design of call monitoring formats and quality standards.
  • Implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
  • Analyse process workflow, employee and space requirements and equipment layout; implement changes
  • Responsible for all agents and supervisors and other staff, with review/approval responsibility for all operations employees
  • Run a safe, injury/accident free workplace
  • Manage relationships with key operations vendors
  • In charge of quality assurance
  • Serve as primary point of contact when there are customer issues related to calls, customer service,
  • Devise continuous ways of improving the customer experience, including resolving problems and complaints
  • Work on the back-end mapping.
  • Work closely with the management team to set and/or implement policies, procedures and systems and to follow through with implementation.

Requirements

  • A minimum of first degree, a master degree will be an advantage
  • Ability to design and operate call-in business
  • Minimum of 5yrs experience
  • Strong interpersonal and leadership skills
  • Previous working experience in similar role

How to Apply
Interested qualified candidates should send their professional CV and Cover Letter to: hamiltonlloyd2020@gmail.com using the Job Title as subject of the email.

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