Contact Center Manager - Remote Work

9mobile is looking for a dynamic and experienced Contact Center Manager to join our team in a remote work setting in Lagos, NG. As a Contact Center Manager, you will be responsible for overseeing all aspects of our contact center operations to ensure excellent customer service and efficiency.

Responsibilities: - Develop and implement strategies to improve customer satisfaction and increase productivity in the contact center. - Manage a team of contact center agents, providing guidance, coaching, and support as needed. - Monitor and analyze performance metrics to identify areas for improvement and implement solutions. - Develop and maintain strong relationships with internal and external stakeholders. - Implement and enforce contact center policies and procedures to ensure compliance with company standards. - Collaborate with other departments to streamline processes and improve overall customer experience. - Stay up-to-date on industry trends and best practices to continuously improve contact center operations.

Requirements: - Bachelor's degree in Business Administration or a related field. - At least 6 years of experience in contact center management. - Proven experience in people management and decision-making. - Strong communication and interpersonal skills. - Ability to adapt to a fast-paced and ever-changing environment. - Hardworking and dedicated to achieving results. - Proficiency in data analysis and reporting. - Knowledge of contact center software and technology.

Benefits: - Disability insurance - Vision insurance - Travel opportunities

Working environment: At 9mobile, we leverage data to inform decisions and drive strategic initiatives. Our remote work setting allows for flexibility and collaboration across teams.

Deadline to apply: 2024-06-27

Equal opportunity statement: 9mobile is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.