Job Vacancies in an Internet Service Provider/ICT in Lagos and Abuja

Lorache Group – Our client, an Internet Service provider/ICT with coverage across the country, is recruiting suitably qualified candidates to fill the position below:




Job Title: Team Lead – Quality Analysis / Assurance

Location: Lagos

Major Deliverables
Quality:

• To monitor transaction quality of agents over phone, email & chat transcripts
• To maintain performance report of individual team members
• Audit processes for identifying process gaps and provide inputs for process efficiency
• Prepare monthly performance reports for management reviews & action plan
• Conduct root cause and training need analysis for various process
• Responsible for team motivation and create team synergy for enhanced kpi performance
• Prepare certification module and evaluate each batch before release to operations teams
• Provide inputs to supervisor contact centre for new process and refresher trainings to teams.
• Maintain records of qa reports history of officials and share them with supervisor / hod every week.

Function / Domain:

• customer service / customer service reporting to hod customer service

Qualifications

• Graduate / Post Graduate qualification
• Desired experience: 3 to 5 years

Essential Attributes:

• customer focused, result oriented, leadership quality, energetic & assertive, knowledge of avaya and reporting structure, proficient with excel, word & power point, team player desired attributes relevant industry experience, should have planning and organizing skills, good interpersonal skills.

Job Title: Customer Service Supervisor
Location: Abuja

Deliverables

• Maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures
• Communicates with other departments and management to resolve problems and expedite work.
• Supervises and coordinates activities of customer service officers.
• Observe and evaluate customer agent performance.
• Interprets and communicates work procedures and company policies to staff.
• Resolves complaints and answers questions of customers regarding services and procedures.
• Reviews and check work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.
• Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
• Makes recommendations to management concerning customer agent services and improvement of procedures.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Required Skills and Qualifications

• Emphasizing Excellence, Presentation Skills, Decision Making, Coaching, Supervision, Quality Management, Product Management, Market Knowledge, Delegation, Foster Teamwork, Giving Feedback
• B.Sc / HND Graduate with proven years of experience in customer service role.
• Computer Knowledge, Internet and Tech savvy, Customer query resolving skills, Sales Acumen, Customer Focus
• Candidate must reside in ABUJA.

Deadline: 25th May, 2018. 

How to Apply
Interested and qualified candidates should send their CV’s to: jobs@lorachegroup.com with the subject as position applied for.