Workforce Group is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organizational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders.
We are recruiting to fill the position below:
Job Title: Service Measurement and Improvement Analyst
Job Type: Full Time
Design and develop metrics that will support and drive desired service culture test and assess customer complaint management processes across experience centers to ensure it aligns with set standards
Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps
Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation
Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers
Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers
Assist to carry out periodic Customer Satisfaction and Service quality index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps
Assist in coordinating service training and workshops to up-skill experience centers
First Degree in any discipline
A Master's Degree or other professional qualification will be an added advantage
2-4 years’ cognate experience
ISO Certification will be added advantage
Knowledge of Banking’s structures policies processes and procedures
Knowledge of Banking Operations
Knowledge of customer service and service level monitoring
Knowledge of all Company’s full range of products
Knowledge of regulations governing the management of financial services
Knowledge of the Code of Banking Practice
Knowledge of what constitutes effective service delivery
Knowledge of the Bank’s operating environment and business strategy.
Proficient computer skills.
Experience with CRM preferred.
Proficient with MS Office suites.
Excellent phone etiquette.
Outstanding communication skills both verbal and written.