Adexen (Contact Center Manager)

Company Description

Adexen is a global Human Resources Company providing business services in Europe and Africa. We support companies in all industries in the fields of HR, Legal, Finance, Sales & Marketing, Engineering and Supply chain.

Job Title: Contact Center Manager

Job Descriptions

• Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
• Setting and meeting performance targets for speed, efficiency and quality
• Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
• Help achieve daily quantitative targets and service levels
• Monitor progress and ensure timelines are met
• Ensure that all infrastructure works efficiently
• Organizing staffing; including shift patterns and the number of staff required to meet demand
• Reviewing the performance of staff, identifying training needs and planning sessions
• Preparing roster for customer support team
• Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
• Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
• Mystery call reporting
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling complex customer complaints or enquiries.
• Follow up on all the activities sent and share team workload
• Provide action plan to agents on basis of findings
• Maintaining up-to-date of the industry developments

Job Qualification
BA, BSc, HND

Job Experience
10 years

Job Category
Administration, Secretarial, Customer Care

Method of Application
APPLY HERE

Closing Date
Not Stated