Call Center Manager

Responsibilities

Manage the day to day running of the Call Center.

Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.

Setting call center agents targets, monitoring performance, appraising them and providing timely feedback.

Organizing staffing, including shift patterns and the number of staff required to meet set targets.

Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.

Coming up with incentives to motivate and retain Call Center staff.

Participate in hiring of call center agents.

Training of call center agents.

Developing strategies to improve customer experience.

Handling the most complex customer complaints or enquiries.

Identify, escalate and advice management on recurring complaints.

Requirements

Bachelor’s degree in a relevant field

At least 2 years’ experience in a busy call center environment at a managerial level

Ability to provide effective leadership to a large team

Ability to offer quick and effective solutions for any complaint

Excellent communication and organizational skills

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified? Go to Mogo Finance on mogo.clayhr.com to apply

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