Contact Center Manager - Remote Work

Job Description:

We are seeking a dynamic and experienced Contact Center Manager to join our team at MTN. This is a remote work position based in Abuja, NG. As a Contact Center Manager, you will be responsible for overseeing the operations and performance of our contact center team, ensuring smooth and efficient customer service delivery.

Responsibilities: - Manage a team of remote customer service representatives to ensure high levels of customer satisfaction - Set performance goals and KPIs for the team and monitor progress towards these goals - Develop and implement strategies to improve the efficiency and effectiveness of the contact center operations - Conduct regular performance evaluations and provide feedback to team members - Handle escalated customer inquiries and issues in a timely and professional manner - Collaborate with other departments to address customer needs and improve processes - Stay up-to-date on industry trends and best practices in customer service management

Requirements: - Bachelor's degree in Business Administration or a related field - At least 7 years of experience in customer service management, preferably in a contact center environment - Proven track record of meeting or exceeding performance targets and KPIs - Strong leadership and communication skills - Ability to work independently and manage a remote team effectively - Driven and passionate about delivering excellent customer service - Creative problem solver with a keen attention to detail

Benefits: - Relocation allowance for eligible candidates - Life insurance coverage - Visa sponsorship for international candidates

Working Environment: At MTN, we embrace creativity in a culture that values fresh ideas and inventive solutions. We encourage our team members to think outside the box and bring their unique perspectives to the table. As a Contact Center Manager, you will have the opportunity to make a real impact on the customer experience and help shape the future of our organization.

Deadline to Apply: Please submit your application by April 17, 2024.

Equal Opportunity Statement: MTN is an equal opportunity employer and is committed to creating a diverse and inclusive workspace for all employees. We welcome applicants from all backgrounds and strive to provide equal opportunities for everyone.

How to apply:

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