FITC Nigeria was established in 1981 as a non profit organization limited by guarantee, based on the Company’s Act of 1968, in response to the recommendations of the Pius Okigbo Committee set-up by the Federal Government of Nigeria to review the Nigerian financial system. It is owned by the Banker’s Committee, which comprises of the Central Bank of Nigeria, the Nigeria Deposit Insurance Corporation, all licensed banks and discount houses in Nigeria.
One of our clients in the Financial Services Sector is undergoing a major transformation and aspires to dominate its industry. To achieve this goal, it seeks a suitably qualified candidate to fill the position of Head, Customer Call Centre.
Job Title: Head, Customer Call Centre
Full Description
The Head, Customer Call Centre will be responsible for maintaining and improving call centre operations by effectively monitoring team and system performance, identifying and promptly resolving customer issues, as well as preparing action plans to ensure prompt and reliable customer service delivery.
The Head Customer Call Centre will also be charged with the responsibility of driving a customer-centric culture at all call centres for maximum customer satisfaction and great value experiences.
• Ensure calls are answered within agreed timeline and in the most courteous and appropriate manner
•Effectively resolve all customer queries that can be done on the first level within set service targets, ensuring customer queries are logged on to provided applications
•Ensure effective handling of the most complex customer complaints or enquiries and emplace effective escalation process, as appropriate.
•Prepare call centre performance reports by collecting, analysing, and summarizing data and trends. •Process weekly sales leads received through calls and collaborate with the Business Development team to actualize them.
Technical Requirements
Knowledge of customer service techniques
Knowledge of Treating Customer Fairly (TCF) principles
Knowledge of CRM and other relevant conversational/communication software
Educational Qualifications
The ideal candidate should possess a First Degree or its equivalent in any Social Sciences, Business Management, Arts or Humanities discipline.
Professional certification in Customer Service Management.
A minimum of 7 – 10 years cognate experience, with 2-3 years in a supervisory role, successfully managing a Call Centre/Customer Service team, preferably in a reputable organisation in the Financial Services, Telecommunication or Manufacturing Sectors
Behavioural Requirements
Strong communication – verbal, presentational and written
Relationship management
Decision making
How to Apply
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