Contact Center Manager - Remote Work

Job Description:

Union Bank of Nigeria is seeking a motivated and energetic Contact Center Manager to join our team on a remote work basis. As a Contact Center Manager, you will be responsible for overseeing the operations of our customer service and sales call center, ensuring that our team provides exceptional service to our clients.

Responsibilities: - Lead and manage a team of customer service representatives to ensure excellent customer interactions. - Develop and implement call center policies and procedures to improve efficiency and customer satisfaction. - Monitor call center performance metrics and ensure targets are met or exceeded. - Train and coach team members to enhance their skills and knowledge. - Implement strategies to increase sales and upsell products or services to customers. - Handle escalated customer inquiries and provide resolutions in a timely and professional manner. - Collaborate with other departments to improve cross-functional communication and processes. - Stay up-to-date on industry trends and best practices in customer service and call center management.

Requirements: - 8+ years of experience in customer service or call center management. - Proven track record of successfully managing a contact center team. - Excellent communication and interpersonal skills. - Strong leadership and decision-making abilities. - Ability to multitask and prioritize in a fast-paced environment. - Proficiency in CRM software and Microsoft Office Suite. - Bachelor's degree in Business Administration or a related field is preferred.

Personality Traits: - Motivated - Energetic

Soft Skills: - Presentation - Planning

Benefits: - Paid overtime - Remote work flexibility - Joining Bonus

Working Environment: At Union Bank of Nigeria, we provide a dynamic workplace that values teamwork, fosters innovation, and promotes shared success. We believe in creating a positive and inclusive work environment where all employees can thrive and grow.

Deadline to Apply: May 11, 2024

Equal Opportunity Statement: Union Bank of Nigeria is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, national origin, 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.