call center manager - Lagos Island

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
rn
rnAn excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
rn
rnThe goal is to do everything possible to attain goals and achieve great results for our company.
rn
rnResponsibilities;
rnDevelop objectives for the call center’s day-to-day activities
rnConduct effective resource planning to maximize the productivity of resources (people, technology etc.)
rnCollect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
rnAssume responsibility of budgeting and tracking expenses
rnHire, coach and provide training to personnel to maintain high customer service standards
rnMonitor and improve ordering, telephone handling and other procedures
rnEvaluate performance with key metrics (accuracy, call-waiting time etc.)
rnPrepare reports for different departments or upper management
rn
rnRequirements:
rnProven experience as call center manager or similar position
rnExperience in customer service is required
rnKnowledge of performance evaluation and customer service metrics
rnSolid understanding of reporting and budgeting procedures
rnExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
rnProficient in MS Office and call center equipment/software programs
rnOutstanding communication and interpersonal skills
rnExcellent organizational and leadership skills with a problem-solving ability
rnPositive and patient
rnProfessional certification will be an added advantage
rn
rnA working experience of 3 years in a related field
rnMODE OF APPLICATION: All qualified and interested applicants should forward a comprehensive resume or to this email address recruit.kezresources @ gmail.com or hr.garmaconsult @ outlook.comfor urgent recruitment and must be willing to resume duty immediately.