Contact Center Manager - Remote Work

Job Description:

British American Tobacco is seeking a dynamic and experienced Contact Center Manager to join our team in Abuja, NG on a part-time basis. This role offers remote work opportunities for a motivated and resilient individual with exceptional communication skills and attention to detail.

Responsibilities: - Manage and oversee the daily operations of the contact center, ensuring high levels of customer service and satisfaction - Develop and implement strategies to improve the efficiency and effectiveness of the contact center operations - Monitor and analyze key performance metrics to identify areas for improvement and drive performance - Lead and mentor a team of contact center agents, providing training and support as needed - Handle escalated customer issues and complaints in a professional and timely manner - Collaborate with cross-functional teams to ensure seamless communication and coordination across the organization

Requirements: - 7+ years of experience in a contact center management role - Proven track record of successfully leading a team to achieve targets and KPIs - Strong communication skills, both verbal and written - High level of attention to detail and ability to multitask in a fast-paced environment - Resilient and able to adapt to changing circumstances - Motivated and able to inspire and motivate a team towards achieving common goals

Benefits: - Life insurance - Travel & spending expenses - Medical coverage

Working Environment: Join a team that embraces a culture that challenges norms and encourages bold thinking. At British American Tobacco, we value innovation and creativity, and we are committed to fostering a diverse and inclusive work environment where everyone can thrive.

Equal Opportunity Statement: British American Tobacco is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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