Abuja Current Jobs for Call Centre Managers at Interra Networks Limited

Interra Networks Limited (Interra) – is a leading provider of Information & Communications
Technology (ICT) solutions for the private and public sector.
We develop, deploy and manage ICT products and services with a focus on the emerging markets of the world from as simple as a website to as complex as a secure IP-Voice Network, we can help turn your business needs into a working solution. We bring our years of experience to bear in developing innovative solutions and partnering with our clients to ensure they derive maximum value from their technology projects.

Interra Networks Limited is recruiting to fill the position below:

Job Title: Call Centre Manager
Location: Abuja, FCT

Qualification and Experience

    A foreign degree in any field is preferred.
    Previous experience as a Manager or Supervisor in the call centre of one of the major telecoms.

Major Duties and Responsibilities

    Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
    Carrying out needs assessments, performance reviews and cost/benefit analyses;
    Setting and meeting performance targets for speed, efficiency, sales and quality;
    Reviewing the performance of staff, identifying training needs and planning training sessions;
    Recording statistics, user rates and the performance levels of the centre and preparing reports;
    Handling the most complex customer complaints or enquiries;
    Organizing staffing, including shift patterns and the number of staff required to meet demand;
    Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
    Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
    Ensuring all relevant communications, records and data are updated and recorded;
    Advising clients on products and services available;
    Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
    Maintaining up-to-date knowledge of industry developments and involvement in networks;
    Monitoring random calls to improve quality, minimize errors and track operative performance;
    Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;

Person Specification:

    High Leadership Skill
    Analytical
    Research Savvy
    Strong written and verbal communication skills
    Should possess the skill to work both in team and also perform independently.
    Persuasive, patient manner
    Coaching, Mentoring and leadership skills
    Disciplined
    Team Player
    Proactive
    Self-Starter
    Highly self-motivated
    Strong Operational Skills
    Strong Customer Service Skills

How to Apply

Click here to apply online