Latest Nigerian Jobs,October 9th 2012 at GV Alliance
Growth in Value Alliance (GV Alliance) Partners is a business advisory
and market intelligence services firm. Our objectives are to assist
organizations to achieve their growth aspirations by providing market
intelligence,
strategy formulation and implementation expertise and business operation improvement skills.
JOB TITLE: CALL CENTER OPERATIONS MANAGER
JOB DESCRIPTION
Serves
customers by planning and implementing call center strategies and
operations; improving systems and processes; managing staff.
JOB FUNCTIONS
•
Determines call center operational strategies by conducting needs
assessments, performance reviews, capacity planning, and cost/benefit
analyses; identifying and evaluating state-of-the-art technologies;
defining user requirements; establishing technical specifications, and
production, productivity, quality, and customer-service standards;
contributing information and analysis to organizational strategic plans and reviews.
• Prepares call
center performance reports by collecting, analyzing, and summarizing
data and trends.
• Maintains
equipment by evaluating and installing equipment; developing preventive
maintenance programs; calling for repairs; evaluating and implementing
upgrades.
• Maintains professional and technical knowledge by
tracking emerging trends in call center operations management; attending
educational workshops; reviewing professional publications;
establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.
•
Accomplishes organization goals by accepting ownership for
accomplishing new and different requests; exploring opportunities to add
value to job accomplishments.
•
Develops call center systems by developing customer interaction and
voice response systems, and voice networks; designing user interfaces;
developing and executing user acceptance test plans; planning and
controlling implementations.
• Maintains and improves call center operations by monitoring system
performance; identifying and resolving problems; preparing and
completing action plans; completing system audits and analyses; managing
system and process improvement and quality assurance programs;
installing upgrades.
• Accomplishes call center human resource objectives by orienting, training, assigning, coaching, counselling,
and disciplining employees; administering scheduling systems;
communicating job expectations; planning, monitoring, appraising, and
reviewing job contributions;; enforcing call centre policies and
procedures.
• Meets call center financial objectives by estimating
requirements; preparing an annual budget; scheduling expenditures;
analyzing variances; initiating corrective actions.
EXPERIENCE
• 7-10 years of experience in a large contact centre/ customer care managing at least a work force of 200-300 employees currently or have experience of managing a unit independently.
EDUCATIONAL QUALIFICATION
• Graduate in any discipline, MBA Degree would be added advantage.
REQUIREMENTS
• Excellent communication oral and written
• Flexible for shifts and willing to work in 24 x 7 environment
COMPETENCIES
• Customer Focus
• Customer Service
• Teamwork
• People Management
• Managing Processes
• Emphasizing Excellence.
• Verbal Communication
• Informing Others
• Process Improvement
• Problem Solving
• People Skills
Method of Application
Candidates who meet the above requirement should email their resume to contact@gvapartners.com and recruitment@gvapartners.com. PLEASE, STATE THE POSITION YOU ARE APPLYING FOR IN THE SUBJECT FIELD OF THE MAIL.
Application Deadline: 20 Oct, 2012
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Latest Nigerian Jobs,October 9th 2012 at GV Alliance
Latest Nigerian Jobs,October 9th 2012 at GV Alliance
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