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Job Description
CONTACT CENTRE MANAGER
Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).
Overview
Renmoney – We are a passionate team determined to challenge the status quo and make financial inclusion count for the millions of under-banked individuals and small business owners in Nigeria. We provide loans, savings, and fixed deposit solutions to our customers. Our vision is to be the most convenient lending company, delivering outstanding service experiences. CONTACT CENTRE MANAGER
Responsibilities
- Provided operational and strategic leadership for a multidisciplinary contact center encompassing sales, customer service, and retention specialists. Job
- Oversee the day-to-day running of the contact center, monitoring supervisors and their activities to ensure compliance with company processes and procedures
- Responsible for developing and implementing contact center strategies and policies with a focus on efficiency and effectiveness, while reflecting industry best practices.
- Responsible for improving contact center quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Develop customer service procedures, policies, and standards.
- Interface with the other departments/teams to address issues that affect the contact center (sales and customer service).
- Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement.
- Monitor and maintain the quality of interaction with customers (Audits & Quality Improvements).
- Maintain and improve contact center operations by monitoring system performance, system audits, and analyses; managing system and process improvement and quality assurance programs.
- Develop and maintain a robust internal quality framework with clearly defined and measurable criteria which ensures that all responses are of a high standard.
- Devise and implement analytical frameworks to identify complaint trends, measure performance, and capture issues from customer satisfaction surveys to drive and deliver continuous improvement in the business.
- Provide team leadership and development through mentoring, manpower planning and skill set development.
Qualification
- Candidates should possess HND / B.Sc Degrees
- Expert level experience in Customer Service and Relationship Management
- Strong blend of analytical, decision-making and creative problem solving skills
- Experience as a Manager of a business function for at least 5 – 6 years
- Experience leading dynamic brainstorming sessions
- Highly entrepreneurial. Very hands-on in defining objectives and producing deliverables in a fast-paced environment.
Location: Ikoyi, Lagos, Nigeria.
Apply: CONTACT CENTRE MANAGER
